Travel Consultant

About the Role

As an International Customer Service Consultant at EaseMyTrip, based in the Gurgaon office, you will be responsible for assisting customers from the UK, UAE, Thailand, US, Singapore, and Saudi Arabia. Your primary duties will involve responding to customer inquiries via calls, emails, and chats, facilitating bookings for flights, hotels, and holiday packages, and addressing service-related queries for customers who book through EaseMyTrip various international platforms and other meta-search engine

Role & responsibilities

1. Multi-Regional Customer Support: Handle inquiries, bookings, and service issues from customers across different regions including the UK, UAE, Thailand, US, Singapore, and Saudi Arabia through calls, emails, and chats.
2. Customized Travel and Accommodation Planning: Assist customers in booking tailored flight, hotel, and holiday packages based on individual preferences and needs.
3. Effective Communication: Provide prompt and precise responses to customer queries, maintaining high standards of customer service as per company guidelines.
4. Issue Resolution: Address and resolve customer issues regarding bookings and travel arrangements, ensuring a smooth and satisfactory customer experience.
5. Multi-Platform Management: Manage customer interactions coming through EaseMyTrips international websites and other meta-search engines effectively.
6. Cultural Adaptability: Demonstrate understanding and sensitivity towards the cultural nuances of customers from various regions.
7. Product Knowledge: Maintain up-to-date knowledge of travel products, market trends, and the specific offerings of each regional EaseMyTrip website.
8. Feedback Collection and Analysis: Collect and analyze customer feedback to suggest improvements in service delivery and product offerings.
9. Sales and Promotion: Employ effective sales techniques to promote and upsell products and services, enhancing revenue generation.
10. Team Collaboration: Work closely with global and local teams to ensure consistency in service and share best practices for customer engagement.

Preferred candidate profile

• Experience: At least 3-5 years in customer service or travel-related fields, with experience handling international customers being highly advantageous.
• Educational Qualification: Bachelor's degree in travel, tourism, hospitality, business, or a related field.
• Communication Skills: Exceptional verbal and written communication skills in English, with additional language proficiency beneficial.
• Interpersonal Skills: Strong skills in building and maintaining relationships with customers and team members.
• Problem-Solving Skills: Ability to quickly address and resolve queries and issues in a dynamic, fast-paced environment.
• Technological Proficiency: Familiarity with CRM platforms, Microsoft Office Suite, and the ability to adapt to new software tools.
• Cultural Sensitivity: Understanding of and sensitivity to the cultural differences and expectations of a diverse international clientele.
• Adaptability and Flexibility: Ability to handle the demands of working with clients across different time zones and adapting to varying market needs.
• Attention to Detail: High level of accuracy and attention to detail when handling bookings and responding to customer queries.
• Customer Focus: A strong focus on delivering high-quality customer service consistently, with a proactive approach to meeting customer needs.