Subject Matter Expert (Fulfillment) - Pune @ Cleartrip

Job Description

Responsibilities:

• Handle team queries. Assist team with complex cancellation & refund cases.
• Monitor team SLA, productivity, quality & AHT and drive improvement with required case scrubs & analysis.
• Report bugs/breakages to tech and identify scope for automation within the processes.
• Coordinate with diff depts to resolve escalations cases received from passengers and other teams.
• Focus on reduction of invalid pending refund cases & non-financial errors.
• Work on reduction of errors for BQ performers and validate all LOB errors.
• Coordinating with the training and quality team for the individual's performance improvement.
• Participating in internal & external calibration sessions with Quality/Operations.
• Willing to work in rotational shift with rotational week offs.

• Innovate, design, develop, and implement processes, systems, and technology to support and enhance the process.
• Ensure all relevant stakeholders are kept informed and updated at all times. Creates a partnership environment with different stakeholders to boost innovation.
• Foster an inclusive culture of value and respect.
• Displays transparency and act with integrity with all customer and internal interactions.

Technical Competencies:

• Working knowledge of Windows 7 (OS) and above
• Working knowledge of Excel
• Internet Browsing ability to gather relevant data related to travel
• Excellent knowledge of Amadeus / Galileo GDS systems

- PNR / Itinerary Creation for Single/Multi Passenger/Sectors

- Modifying Simple and complex itineraries

- Revalidation / Re-Issuance of Tickets

- RA issuance on BSP.

Experience:

• Currently working in Sr. executive / SME position for last 1-2 yrs.
• The overall experience of 3-4 yrs in travel operations.
• Should have analytical skills.
• Working knowledge of GDS (Amadeus/Galileo ), ticketing, reissuance, cancellation & refunds.

Working knowledge of Salesforce is a plus.

You can share your profile on cs***s@cl******p.com or apply on the job posting

Job Classification

Industry: Travel & Tourism
Functional Area: Customer Success, Service & Operations,
Role Category: Customer Success, Service & Operations - Other
Role: Customer Success, Service & Operations - Other
Employement Type: Full time

Education

Under Graduation: Any Graduate
Post Graduation: Post Graduation Not Required
Doctorate: Any Doctorate

Contact Details:

Company: Cleartrip Private Limited
Address: Godrej Plant No.6,,Godrej Business District,Pirojs, hanagar,Vikhroli, MUMBAI, Maharashtra, India
Location(s): Pune

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Keyskills:   Travel Ticketing PNR GDS Refunds Itinerary SME Quality Operations Galileo Amadeus