Travel Agent - US Market (Mumbai Office)

Our client is looking for below candidate.

Department : Operations / Sales

Reports To : Senior U.S. Team Lead or Shift Supervisor

Location : Mumbai

Shift : Rotating Night Shifts (U.S. Hours)

Employment Type : Full-time, Office-based

Company Overview

Our client is a U.S.-based luxury and corporate travel agency established in 1979, with operations in Mumbai for over 10 years.

We manage premium clientele including executives, entertainers, and high-net-worth travelers. Our focus is high-touch, high-speed service—providing precise, personalized solutions for every client across time zones.

The Mumbai office serves as the backbone of our global operation, ensuring seamless coordination, rapid turnaround, and professional communication with clients in the United States.

Role Purpose

The Travel Agent is responsible for managing end-to-end travel services for U.S.-based clients.

This includes handling calls, emails, and chat inquiries; booking and modifying flights, hotels, and ground services using Sabre; and maintaining the highest level of accuracy, follow-up, and professionalism.

Agents must be energetic, proactive, and results-oriented, ensuring every inquiry moves toward a confirmed booking. The role requires strong follow-up discipline and ownership of each lead until completion.

Core Responsibilities

Manage inbound and outbound communication with clients via phone, email, and chat.

Book, modify, and cancel flights, hotels, and car rentals using Sabre GDS.

Process ticketing, exchanges, refunds, and reissues with accuracy and speed.

Track quotes, follow up proactively, and close bookings with a sales mindset.

Maintain accurate and organized documentation in Google Workspace.

Deliver quick, precise responses while maintaining a calm, professional tone.

Coordinate with U.S. agents and supervisors to handle VIP and urgent requests.

Maintain awareness of airline fare rules, policies, and promotions.

Uphold company standards of service, confidentiality, and client care.

Performance Expectations

Speed : Tasks should be completed quickly without compromising accuracy.

Energy : Maintain alertness and enthusiasm during night shifts; never sound tired or disengaged on calls.

Follow-Up : Every quote or inquiry must have a next step. Agents are expected to take initiative, send reminders, and pursue confirmations.

Accuracy : Avoid errors in names, dates, and fare calculations.

Professionalism : Maintain calm tone, courteous communication, and structured emails.

Sales Conversion : Demonstrate progress from inquiry to booking, measured by confirmed revenue and repeat client retention.

Skills and Qualifications

Minimum 2 years' experience in international travel booking using Sabre GDS

Excellent English communication skills—spoken and written

Strong follow-up, time management, and multitasking skills

High energy, consistent focus, and fast response times

Customer-first mindset with the ability to anticipate client needs

Comfortable working rotational night shifts covering U.S. time zones

Training and Evaluation

Initial training period : 4–6 weeks alongside senior agents.

Evaluation based on :

GDS accuracy

Call handling speed and quality

Email response standards

Sales follow-up discipline

Attendance and punctuality

Continuous feedback will be provided during live calls and ticketing reviews.

Compensation and Growth

Competitive fixed salary based on experience.

Incentives and performance bonuses introduced after initial training period.

Clear advancement path to Senior Agent, Supervisor, and U.S. Account Lead roles.

Culture and Work Ethic

Our Mumbai team reflects the same service culture as our U.S. headquarters—fast, reliable, and personable.

We expect agents to approach each client interaction as a reflection of the brand : high energy, professional tone, and strong ownership of every task.