Call Center Executive, Pune

6 days ago

Pune Maharashtra, India Air Arabia Full time

**Date**:7 Jul 2025

**Company**:Air Arabia PJSC (G9)

**Location**:Pune, IN

**Country**:IN
- Special NoteThis role comes under "CoreOps Service Private Limited", Air Arabia's newly launched Global Capability Center in Pune, India.

CoreOps Services Private Limited (a subsidiary of “Air Arabia PJSC”) caters to the global business operations of the Air Arabia group and provides operations support to the Air Arabia parent company as well as its subsidiaries, joint ventures and associates worldwide. “CoreOps” focuses on centralizing, standardizing, and streamlining processes for efficient functioning of the business

**Job Purpose**
- To handle inbound calls and digital inquiries by providing accurate information about the airline’s products and services. The role involves processing flight and holiday reservations, handling booking modifications and cancellations, promoting ancillary services, and ensuring all customer interactions are accurately updated in the system — while maintaining service productivity in line with KPIs and company policies.**Key Result Responsibilities**
- Receive and respond to inbound customer and agent calls, providing accurate information on flights, holiday packages, visa services, and other travel-related products.
- Offer clear and comprehensive information on airline products, services, promotions, and travel guidelines.
- Process new flight, hotel, and holiday package bookings, as well as booking modifications, cancellations, and refunds, following company policies and procedures.
- Actively promote and upsell ancillary services such as extra baggage, seat selection, insurance, visa assistance, and other add-ons to enhance customer experience and increase revenue.
- Manage customer complaints with professionalism, providing timely resolutions or escalating cases as appropriate.
- Accurately log and update all customer interactions, bookings, modifications, and escalations in the reservation and customer management systems in real time, ensuring data accuracy and completeness.
- Ensure all calls and service requests are handled efficiently, adhering to set turnaround times (TAT) and maintaining quality standards.
- Consistently meet daily call handling, service quality, and revenue generation targets as per assigned KPIs.

**Qualifications (Academic, training, languages)**
- Diploma/degree in Travel & Tourism or related field is preferred OR Minimum 12th Standard pass with IATA foundation course certificate (or equivalent) is mandatory.
- Flexible to work in rotational shifts, including weekends and holidays.
- Good verbal and written communication skills in English; additional languages are an asset.

**Work Experience**
- 2 to 4 years of relevant experience in a customer service, call center, or travel services environment, preferably within the airline or travel industry.
- Experienced in using airline reservations systems/ customer management systems is mandatory.
- Operational awareness of airline product offerings, ticketing rules, and travel documentation.
- Strong customer service and problem-solving abilities with attention to detail.
- Sales-oriented with demonstrated upselling and revenue-generating capabilities.
- Positive, collaborative attitude with the ability to support and guide peers

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