Travel Consultant - Contact Center (Mumbai)

About Tripjack

TripJack: A Great Place to Work® and the trusted tech platform for over 60K+ travel agents across India!

We’re proud to be Great Place to Work® Certified™ workplace, reflecting the trust, pride, and sense of belonging our people feel every day. This recognition reflects our commitment to a culture where our teams grow, collaborate, and drive the future of travel technology, while consistently delivering excellent service to our agent partners.

With over 35+ years of travel experience between the founders, TripJack has always prioritized the needs of travel agent partners. TripJack’s integrated platform offers content from 750+ airlines, 2 Mn+ Hotels including services across Corporate Travel, Travel assistance and Insurance, Rail and Marine segments. With a superior tech platform, seamless agent pre- and post-booking journeys, and 24/7 customer service, we are on a mission to transform the travel booking & management experience for our agent partners.

Role: Travel Consultant - Contact Center

Location: Lower Parel, Mumbai

Experience: 1 - 3 years

Education: Graduate

Job Summary

We are looking for a customer-focused Travel Consultant – Contact Center to provide exceptional support to travel agents and customers for flight bookings, ticketing, amendments, cancellations, refunds, and travel-related queries. The ideal candidate should possess strong communication skills, a problem-solving mindset, and a good understanding of airline reservation systems and travel operations. The role requires delivering timely resolutions, maintaining service quality standards, and ensuring a seamless customer experience across all interactions.

Job Responsibilities

• Handle inbound and outbound calls, emails, and chats from travel agent partners regarding domestic and international travel bookings.
• Assist with flight bookings, itinerary modifications, cancellations, refunds, reissues, and schedule changes.
• Resolve customer queries related to fares, baggage policies, airline regulations, ticket status, and travel documentation.
• Coordinate with airlines, consolidators, and internal teams to resolve booking-related issues efficiently.
• Manage voluntary and involuntary changes resulting from airline schedule changes, cancellations, delays, or operational disruptions.
• Provide accurate information on airline fare rules, penalties, refund eligibility, and ticket validity.
• Ensure timely resolution of customer requests while meeting defined Service Level Agreements (SLAs) and Turnaround Times (TATs).
• Escalate complex cases to the relevant internal teams and ensure timely follow-up until resolution.
• Maintain accurate records of customer interactions and transactions in CRM and internal systems.
• Keep updated with airline policies, industry regulations, and TripJack products and services.
• Deliver a high level of customer satisfaction by providing professional, courteous, and solution-oriented support.
• Collaborate with ticketing, refunds, operations, and quality teams to improve service delivery.

Required Skills & Qualifications

• 1–3 years of experience in the travel industry, preferably in a Contact Center or Customer Support environment,IATA Freshers can apply .
• Positive knowledge of domestic and international air ticketing processes.
• Strong understanding of airline fare rules, ticketing, refunds, cancellations, and schedule changes.
• Excellent verbal and written communication skills.
• Strong customer service, problem-solving, and conflict resolution abilities.
• Ability to multitask and work efficiently in a fast-paced environment.
• Willingness to work in rotational shifts and a 24×7 operational environment.