Immediate Hiring For the Position of ETS/ Sr ETS For Kolkata.

Job Description:

Key Responsibilities:

• Emergency Assistance:
• Provide immediate assistance to travellers experiencing travel disruptions such as flight cancellations, delays, missed connections, medical emergencies, natural disasters, or other unforeseen circumstances.
• Offer guidance and support to travellers, ensuring their safety and well-being.
• Travel Rebooking and Support:
• Utilize GDS systems (Galileo and Amadeus) to rebook flights, arrange alternative travel itineraries, and secure accommodations as needed.
• Provide travellers with clear and accurate information about travel options, fare restrictions, and rebooking procedures.
• Communication and Coordination:
• Communicate effectively with travelers, airlines, hotels, and other service providers to resolve travel disruptions efficiently.
• Keep travelers informed about the status of their situation and any changes to their travel plans.
• Problem Solving and Decision Making:
• Assess emergency situations quickly and make informed decisions to provide the best possible solutions for travelers.
• Demonstrate initiative and resourcefulness in resolving complex travel challenges.
• Knowledge and Expertise:
• Maintain a strong understanding of airline policies, fare rules, visa requirements, and other travel regulations.
• Stay up-to-date on travel industry trends and best practices for handling travel emergencies.
• Documentation and Reporting:
• Maintain accurate records of all emergency cases and actions taken.
• Utilize Yatra's online tools and mid-office systems for billing and reporting purposes.
• Performance and Productivity:
• Meet productivity targets and customer satisfaction scores.
• Adhere to email and phone service level agreements (SLAs).
• Achieve key performance indicators (KPIs), including NPS (Net Promoter Score) and C-SAT (Customer Satisfaction).
• Minimize financial losses and work towards preventing ADMs (Airline Debit Memos).

Qualifications:

• Experience:
• Minimum 2-3 years of experience in the travel industry, preferably with a Travel Management Company (TMC).
• Proven experience handling travel emergencies and providing customer support in challenging situations.
• Education: [Insert any required degree - e.g., Diploma or degree in Travel and Tourism]

Skills:

• GDS Proficiency: Strong working knowledge of Galileo and Amadeus GDS systems, including ticket issuance, reissuance, and cancellation procedures.
• Travel Knowledge: In-depth knowledge of airfares, exchange rules, international itineraries, and travel regulations.
• Communication: Excellent communication and writing skills to interact effectively with travelers and service providers.
• Problem-Solving: Exceptional problem-solving skills and the ability to make quick decisions under pressure.
• Customer Service: A strong customer-centric approach with a commitment to providing outstanding service during stressful situations.
• Adaptability: Ability to adapt to new tools and technologies, including Yatra's online and mid-office systems.

Personal Attributes:

• Flexibility: Willingness to work night shifts, weekends, and holidays as required by the ETS desk schedule.
• Positive Attitude: Energy, enthusiasm, and a positive attitude with a desire to assist travelers in need.
• Calm Under Pressure: Ability to remain calm and composed in stressful situations.
• Team Player: Ability to work effectively as part of a team to provide seamless support to travelers.

Work Schedule:

• ETS timings: 18:30 – 09:30 (night shift)
• Working on weekends  (roster based), Holidays and Festivals