Helpdesk Executive – F&CS Corporate Travel

This position plays a pivotal role in ensuring seamless business travel experiences for employees and senior stakeholders. As the first point of contact, you will be responsible for handling a broad range of travel, administrative, and employee support queries.

The role goes beyond travel coordination—covering assistance with visa documentation, car lease queries, club memberships, billing follow-ups, and support for other Facilities & Corporate Services (F&CS) related tasks. You will work closely with internal teams, employees, and external vendors to provide timely support and deliver a consistently high level of service.

• Customer Service Excellence:
• Serve as the frontline representative, addressing employee inquiries via email and phone promptly.
• Demonstrate empathy, patience, and professionalism in all interactions to ensure the highest level of customer satisfaction.
• Travel & Visa Coordination:
• Assist with travel bookings including flights, accommodations, ground transport, and travel insurance.
• Coordinate with the TMC partner to secure reservations, confirmations, and handle special requests.
• Provide assistance with visa-related documentation such as invitation letters and travel support letters, liaising with employees and the Visa team.
• Coordinate pickups/drop-offs through Ola, Uber, and similar transport services.
• F&CS Support – Car Lease, Club Membership & Admin Tasks:
• Address and route queries related to company car lease programs and manage communications with leasing partners.
• Assist in processing new or renewal requests for corporate club memberships.
• Support additional helpdesk responsibilities, including issuing standard letters, resolving helpdesk tickets, and following up on approvals.
• Escalation Management:
• Manage complaints and escalations by collaborating with internal teams and external vendors to provide timely resolutions.
• Ensure all escalations are logged, tracked, and closed with proper documentation and client satisfaction.
• Billing & Invoice Coordination:
• Assist with processing and tracking invoices, with basic understanding of payment clearance processes.
• Coordinate with Finance and vendors to resolve billing or payment-related queries.
• Ensure timely submission and follow-ups of payment advice confirmations.
• Excel Reporting & Record Maintenance:
• Prepare and manage travel and expense reports using Excel.
• Maintain accurate logs of bookings, escalations, billing issues, and support queries for reporting and audit purposes.
• HR & Internal Coordination:
• Liaise with HR and other departments to organize employee travel aligned with internal policies.
• Support travel logistics for events, offsites, leadership meetings, and training sessions.

• Customer Service Experience: Prior experience in travel, hospitality, or helpdesk roles with a service-oriented mindset.
• Geographic & Industry Knowledge: Understanding of travel routes, airlines, visa processes, hotels, car rentals, and transport aggregators.
• Escalation Handling: Ability to manage sensitive issues with professionalism, patience, and solution-oriented thinking.
• Excel Proficiency: Strong working knowledge of Excel for maintaining logs, preparing reports, and data analysis.
• Billing & Invoice Support: Basic understanding of invoice processing and coordinating with Finance teams for payment clearance.
• Administrative Agility: Comfortable managing online travel tools and helpdesk systems for day-to-day operations.
• Strong Communication: Excellent written and verbal skills to communicate clearly with stakeholders and vendors.
• Organizational Skills: Ability to multitask, prioritize, and meet deadlines in a fast-paced environment.