Executive/Sr Executive - Flight Operations (Travel)
- Paytm
- 2 - 7 years
- Bengaluru
- 5 days ago
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Job Description
Role & responsibilities
We are seeking a highly motivated Associate Customer Experience & Flight Operations within our CST Business. The ideal candidate will manage end-to-end ticketing and backend operations while ensuring a seamless and positive experience for customers booking flights through our platform.
Key Responsibilities:
Customer Experience:
- Deliver exceptional customer service across all channels (phone, email, chat, social media).
- Handle escalations and complex customer queries related to flight bookings and ticketing.
- Identify trends in customer issues, complaints, and feedback to recommend improvements.
- Utilize CRM systems and customer service tools efficiently.
- Proactively identify opportunities to enhance the overall customer journey.
Ticketing & Backend Operations:
- Manage the complete ticketing lifecycle including bookings, cancellations, reissues, refunds, and PNR checks.
- Process backend operational tasks with accuracy and adherence to SLA timelines.
- Ensure smooth coordination with airlines and internal teams for issue resolution.
- Verify fare rules, flight schedules, and revalidation requirements.
- Support operational workflows to ensure timely ticketing and post-booking support.
Operational Excellence & Flight Operations:
- Collaborate with cross-functional teams including Product, Engineering, Growth, and Finance to resolve customer issues and strengthen platform performance.
- Contribute to flight operations tasks such as monitoring booking queues, validating operational requirements, and ensuring process compliance.
- Implement process improvements and best practices to increase productivity and customer satisfaction.
- Stay updated on aviation industry trends, fare structures, and customer service best practices.
Preferred candidate profile
- Strong hands-on experience with GDS tools (Amadeus, Galileo).
- Deep understanding of flight ticketing, cancellations, refunds, reissues, and PNR management.
- Experience in backend operations related to flights or travel processes.
- Candidates preferred from the Flights / Aviation / Travel industry.
- Excellent communication, problem-solving, and customer-handling skills.
- Ability to work collaboratively with multiple internal teams.
Job Classification
Industry: FinTech / PaymentsFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations - OtherEmployement Type: Full timeContact Details:
Company: PaytmLocation(s): Bengaluru
Keyskills: Ticketing Reservation Galileo Domestic Ticketing Reinsurance PNR Refunds IATA Cancellation Air Ticketing Amadeus
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