Senior Associate - Central Agency Helpdesk Support – NDC
Job Description
Position Title: Senior Associate - Central Agency Helpdesk Support - NDC
Job Code: TBD
Grade: Senior Associate
Function: Commercial
Location: Gurugram
Reports to: Manager - Agency Helpdesk
Role Level: CXO-5
A. Job Purpose
Accountable for the Helpdesk operations within the Sales department, ensuring efficient resolution of customer inquiries and issues.
B. Key Accountabilities
Sales Support Functions
Provide exceptional customer service by responding to customer inquiries, addressing customer complaints, and providing information on airline products and services.
Provide backend servicing and support for bookings made through NDC channels which includes updating and modifying existing bookings, troubleshoot issues and deliver first level support, process manual refunds, etc.
Communicate with travel agents, corporate clients, and other customers to provide information and assistance in booking airline tickets.
Assist with the preparation of sales presentations and proposals for potential customers.
Collaborate with other departments, such as marketing, operations, and finance, to ensure effective sales strategies and processes.
Ensure that the daily KPI and SLA are met both individually and for the team.
Ensure that escalations from agencies, sales and distribution, corporate and internal departments are attended to and resolved as per SOP.
Ensure that the sales support team provides excellent customer service and that customer complaints and issues are resolved promptly and effectively.
Answer customer inquiries, schedule meetings, and sales appointments, and follow up with customers.
Manage incoming calls and emails, directing inquiries to the appropriate sales team member as needed.
Gather customer feedback and insights to identify trends, pain points, and areas for improvement.
Work closely with the Sales and Marketing teams to ensure alignment between customer feedback and business strategies.
Champion the voice of the customer within the organization, advocating for initiatives that enhance customer satisfaction and loyalty.
Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.
C. Skills Required for the role
Working knowledge of any GDS/airline systems
Knowledge of Airline Reservations & Ticketing
Knowledge of MS Office Strong analytical and problem-solving skills
Sales strategy & planning
Excellent communication and interpersonal skills
D. Key Interfaces
Internal Interfaces
Sales Department
Collaborate with the sales team to support them in achieving sales goals and objectives, share customer feedback, and provide administrative assistance
Marketing and Customer Service
Coordinate closely with other departments, such as marketing and customer service, to ensure that the sales support team is aligned with the overall goals and objectives of Air India
External Interfaces
Agency Coordinate with agency to answer inquiries, schedule meetings and follow up
E. Educational and Experience Requirements
Minimum Education Requirement
Bachelor's degree in Business Administration, Sales & Marketing, or a related field
Minimum Requirement
5 years of experience in sales, sales support, or related roles
Desired Experience
5-7 years of experience in sales, sales support, or related roles. Prior experience in aviation sector is an advantage