Customer Service Representative

Customer Service Associate (GDS) - Travel Operations

About the Role

We are seeking customer-focused professionals to join our Travel Operations team. The role involves handling inbound customer enquiries

related to Domestic Air, Hotel, and Bus bookings while delivering exceptional customer service. Candidates with prior experience in inbound

customer service, travel operations, and GDS platforms (Amadeus/Galileo) will be preferred.

The ideal candidate should possess strong communication skills, a customer-first approach, and the ability to manage travel amendments,

rescheduling requests, and post-booking support efficiently.

Key Responsibilities

Customer Service & Booking Support

Handle inbound customer calls related to Domestic Air, Hotel, and Bus booking enquiries.

Provide assistance on:

Booking status

Payment status

Cancellations and refunds

Baggage allowance

Seat selection and meal requests

Schedule changes

General travel-related enquiries

GDS Operations (For GDS Consultants)

Assist customers with ticket amendments and rescheduling requests using GDS tools and airline agency systems.

Create and manage PNRs for single and multiple passengers across domestic and international itineraries.

Modify simple and complex itineraries.

Perform ticket revalidation and reissuance activities.

Retrieve and manage:

PNRs

Ticket numbers

Airline codes

Airport codes

Fare and routing information

Utilize Amadeus and/or Galileo systems effectively to support customer requests.

Follow up with customers via calls and emails for pending or escalated cases.

Eligibility Criteria

Experience

Minimum 1 year of experience in inbound customer service.

Domestic contact center experience preferred.

Travel industry experience will be an added advantage.

GDS Requirements

Working knowledge of Amadeus and/or Galileo.

Minimum 6 months of experience in amendment/rescheduling processes.

IATA certification preferred but not mandatory.

Communication Skills

Excellent verbal and written English communication skills.

Strong customer handling and problem-solving capabilities.

Typing & Assessment Criteria

Typing Speed: Minimum 30 WPM

Accuracy: Minimum 85%

Assessment Areas:

Grammar

Spelling

Punctuation

Passage Reconstruction

Voice Assessment

Mandatory Versant Score: 4 and Above

Preferred Skills

Knowledge of Salesforce CRM or similar CRM tools.

Strong analytical and problem-solving abilities.

Ability to multitask in a high-volume contact center environment.

Strong attention to detail and adherence to process guidelines.