Director - Travel Operations - India

Hiring Director Travel Operations (India), for a Leading & Listed Travel MNC

Location: Delhi NCR

CTC: Best in the Industry

Requisite :

- Applicants with 12+ Years' experience in B2B Travel Operations in US/Canada market.

- An ideal candidate would be processing the request related to issuance, exchanges, commissions, schedule change, voids & refunds.

- Supporting the team to adequality fill their roles in order to ensure operations run efficiently, including, organizing training for the employees and performing call monitoring.

- Responsible for overseeing and leading projects from setting timelines, assigning responsibilities to the team, and informing management in regard to the progress of the project

- Maintain solid customer relationships by providing information in response to inquiries about products and services with speed and professionalism

- Handle customer complaints & escalations and communicate with airlines to provide a solution for the client

- Ensuring a high-quality customer experience, elevating customer satisfaction, while adhering to the SLA's and work processes.

- Administrating and disputing chargebacks through investigation and communicating with external partners to recover the funds and resolve the issue

- Forecasting workload, enhancing efficiency and scheduling staff to meet anticipated workload within turnaround

- Preparing reports with a view to monitor the performance & efficiency of team members, ensuring compliance with pre-set quality parameters

- Meeting and exceeding client expectations through Continuous improvement in metrics.

- Observe customer transactions to recognize and prevent fraudulent activity

- Conduct Call Scoring Evaluations

- Providing hassle free sales services and customer grievances redresses

- Create effective customer service procedures, policies and standards