Airline Insurance Executive

Job Description: Customer Service Executive Airline & Travel Insurance
Department: Airline Customer Service & Travel Insurance Support
Locaon: Gurugram
Employment Type: Full-Time
Work Schedule:

6-day work week with rotaonal week-os (as per process requirements)
24/7 rotaonal shi¢s, including nights, weekends, and public holidays

Posi¢on Overview
The Customer Service Execu¢ve will be responsible for delivering high-quality support across
airline opera¢ons and travel insurance services. This role requires strong knowledge of
airline systems, the ability to manage customer interac¢ons eciently, and a commitment to
providing excep¢onal service standards.
Key Responsibili¢es

1. Airline Customer Service

Operate Global Distribu¢on Systems (GDS) such as Amadeus, Sabre, or Galileo to
manage bookings

Retrieve, update, and manage Passenger Name Records (PNRs)
Process ¢cke¢ng ac¢vi¢es including cancella¢ons, reissuances, and date changes in
accordance with fare rules

Resolve customer queries related to ight bookings, schedules, and disrup¢ons
2. Travel Insurance Support

Provide accurate informa¢on on travel insurance products, including coverage,
benets, and exclusions
Assist customers with policy issuance, claims procedures, refunds, and emergency
assistance
Address and resolve insurance-related inquiries in a ¢mely and professional manner
3. Customer Experience & Service Delivery

Deliver consistent, high-quality service across all customer touchpoints (voice, email,
or chat)
Handle customer concerns and escala¢ons with professionalism and empathy
Maintain service quality standards and adhere to dened processes and SLAs
Ensure accurate documenta¢on and ¢mely resolu¢on of customer interac¢ons
Required Skills & Competencies
•
Mandatory hands-on experience with airline/GDS systems (Amadeus, Sabre, or
Galileo)

Strong understanding of airline ¢cke¢ng, fare rules, and PNR management
Working knowledge of travel insurance products and processes
Excellent verbal and wri¢en communica¢on skills in English
Strong analy¢cal and problem-solving abili¢es with a¢en¢on to detail

Job Description: Customer Service Executive Airline & Travel Insurance
Ability to manage mul¢ple tasks in a fast-paced, customer-centric environment
Experience Requirements
Minimum 1 year of relevant experience in customer service, preferably within
airline, travel, or insurance domains

Educa¢onal Qualica¢ons

Bachelors degree or equivalent qualica¢on in any discipline (preferred)
Addi¢onal Requirements
Flexibility to work in a 24/7 rota¢onal shi¢ environment
Willingness to work on weekends and public holidays as per business needs
Ability to adapt to dynamic opera¢onal requirements