Customer Care Executive

Job Summary:

We are looking for a Customer Care Executive with strong sales acumen to join our team. In this dual-role, you will handle flight inquiries, assist with reservations, resolve travel-related concerns, and actively convert leads into confirmed bookings. This is a customer-facing position that requires both service orientation and a target-driven approach to maximize revenue per interaction.

Key Responsibilities:

Customer Service (Airline Support):

• Handle inbound calls, chats, and emails related to flight bookings, reschedules, cancellations, baggage, and special assistance.
• Assist customers in navigating airline fare rules, seat selection, travel guidelines & policies.
• Coordinate with airline partners and internal ticketing teams to resolve complex cases and ensure seamless travel support.
• Guide customers on account registration (e.g., MyEagle) and self-service tools to enhance digital engagement.

Sales & Upselling (Airline Focus):

• Convert customer inquiries into ticketed sales, including domestic and international sectors.
• Upsell value-added services such as travel insurance, seat upgrades, baggage add-ons, lounge access, and priority check-in.
• Promote partner airlines, flexible fare options, and limited-time offers to drive conversions.
• Actively pitch "token of service" (gratuity/tips) and collect positive feedback via platforms like Trustpilot, BBB, etc.

Process & CRM Management:

• Maintain accurate records of each customer interaction, transaction, and resolution in CRM.
• Ensure compliance with airline policies, data protection standards, and internal quality benchmarks.
• Monitor personal KPIs such as sales targets, average handling time (AHT), and call quality.

Required Skills & Experience:

• 2+ years of experience in an airline, travel agency, or OTA (e.g., MakeMyTrip, Expedia, Yatra) with a proven track record in sales and customer service.
• Knowledge of global airline fare structures, PNR creation, GDS platforms (Amadeus, Sabre, Galileo) preferred.
• Strong verbal and written communication skills in English; additional languages are an asset.
• Ability to handle objections, negotiate fares, and close bookings under pressure.
• Familiarity with post-sales processes like schedule change handling, airline waivers, and refund policies.

Performance Metrics:

• Monthly sales/revenue target achievement
• Conversion rate per lead or inquiry
• CSAT/NPS score (Customer satisfaction)
• Number of upsells per ticket
• AHT (Average Handling Time)
• Adherence to roster and compliance norms

Work Schedule & Flexibility:

• This is a 24x7 operations role. Candidates must be willing to work in rotational shifts, including nights, weekends, and public holidays as per roster.
• Shift timings may vary based on region (e.g., US/Canada, Europe, or Asia-Pacific desk).
• Flexibility to handle extended hours during peak seasons (e.g., summer travel, holidays) is required.
• Remote or hybrid work options cannot be considered due to security & business needs.

Compensation & Benefits:

• Fixed salary + Quarterly performance incentives
• On-the-job GDS training & travel related programs
• Health insurance and performance bonuses

What We Believe In

Our culture is rooted in values that guide every interaction — with customers, partners, and each other:

• Passion: We bring energy, ownership, and love for what we do.
• Honesty: We're sincere, transparent, and own our mistakes.
• Courage: We speak up, take smart risks, and face challenges head-on.
• Perseverance: We stay committed and never give up.
• Excellence: We aim for the best — every task, every time.
• Responsibility: We take full ownership and deliver on our promises.
• Wisdom: We stay informed, ask questions, and think deeply.
• Objectivity: We're fair, unbiased, and purpose-driven.
• Creativity: We think differently and find smart, simple solution