Global Call Centre Executive Job Opportunity at EaseMyTrip
Company: EaseMyTrip
Location: Gurugram, India
Experience: 1 – 5 Years
Employment Type: Full-time, Permanent
Industry: Travel & Tourism
Department: Customer Success, Service & Operations
Role Category: Operations
About EaseMyTrip
EaseMyTrip is one of India’s leading online travel platforms, known for providing seamless travel solutions to customers across the globe. We offer end-to-end travel services, including flight ticket booking, hotel reservations, cab and bus bookings, train tickets, and customized holiday packages. Our mission is to make travel easy, affordable, and hassle-free for our customers.
As part of our rapid expansion, we are looking for dedicated professionals to join our Global Call Centre team and provide world-class customer service while ensuring smooth ticketing operations.
Why Join EaseMyTrip?
- Work with a Top Travel Brand: Be part of a trusted name in the travel industry.
- Global Exposure: Handle international and domestic customers from various regions.
- Career Growth: Ample opportunities for professional development and promotions.
- Attractive Salary & Benefits: Competitive pay structure and additional incentives.
- Dynamic Work Environment: Work with a diverse and talented team.
Key Responsibilities
As a Global Call Centre Executive, you will be responsible for managing customer queries related to airline ticketing, flight modifications, cancellations, and other travel-related services. Your core responsibilities will include:
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Flight Ticketing & PNR Management
- Create, issue, reissue, and cancel Passenger Name Records (PNR) efficiently.
- Modify, reschedule, and process refunds as per customer requests.
- Coordinate with airlines to manage booking changes and resolve ticketing issues.
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Customer Service Excellence
- Handle customer inquiries via phone, email, and chat in a professional and courteous manner.
- Provide timely and accurate information regarding flight schedules, baggage policies, and travel requirements.
- Resolve customer complaints and escalate complex cases to the appropriate departments.
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Revenue Generation & Upselling
- Identify opportunities to cross-sell and upsell additional travel services.
- Promote EaseMyTrip’s exclusive travel deals, packages, and loyalty programs.
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Operational Efficiency & Compliance
- Ensure compliance with airline regulations, ticketing policies, and company guidelines.
- Maintain accurate records of customer interactions and transactions.
- Work efficiently to meet Key Performance Indicators (KPIs) such as call handling time and customer satisfaction scores.
Required Skills & Qualifications
- Experience: 1 to 5 years in customer service, preferably in the travel industry.
- Technical Expertise:
- Strong understanding of PNR creation, issuance, reissuance, and cancellation.
- Proficiency in GDS systems such as Galileo and Sabre.
- Knowledge of airline codes, city codes, and airport hubs.
- Communication Skills: Excellent verbal and written communication skills in English.
- Customer Handling Skills: Ability to manage both international and domestic customers effectively.
- Flexibility: Willingness to work in rotational shifts, including night shifts and weekends.
- Problem-Solving: Strong analytical skills to handle customer issues and provide quick resolutions.
- Tech-Savvy: Ability to navigate through multiple systems and databases while assisting customers.
Work Environment & Shift Details
- Location: Gurugram (Work from Office)
- Shift Timings: Rotational shifts (including night shifts and weekends)
- Working Days: 6 days a week with 1 rotational weekly off
- Shift Duration: 9-hour shifts
Compensation & Benefits
- Salary: Competitive salary based on experience and skill set
- Performance-Based Incentives
- Annual Appraisals & Bonus
- Health Insurance & Medical Benefits
- Paid Leaves & Holidays
- Employee Discounts on Travel Packages
- Career Growth & Training Programs
Interview Process
Our selection process consists of two rounds:
- HR Interview: An initial discussion to assess your experience, skills, and suitability for the role.
- Final Interview with Hiring Manager: A detailed evaluation of your technical knowledge, customer handling abilities, and problem-solving skills.
How to Apply?
If you are ready to be part of a dynamic and fast-growing company, apply now!
📩 Send your updated resume
📞 Contact HR for inquiries
🌍 Visit our Careers Page
Conclusion
At EaseMyTrip, we believe in delivering exceptional customer service while creating memorable travel experiences for our customers. If you have a passion for the travel industry and thrive in a fast-paced environment, this is the perfect opportunity for you. Join us and be a part of India’s fastest-growing online travel company!
