Trade Support Agent (Pune, India) Full Time NEW

This role comes under “CoreOps Service Private Limited”, Air Arabia’s newly launched Global Capability Center in Pune, India.

CoreOps Services Private Limited (a subsidiary of Air Arabia PJSC) caters to the global business operations of the Air Arabia group and provides operations support to the Air Arabia parent company as well as its subsidiaries, joint ventures and associates worldwide. CoreOps” focuses on centralizing, standardizing, and streamlining processes for efficient functioning of the business

Job Purpose

The Trade Support Agent provides comprehensive support to the Trade Support team by delivering product and service expertise, sales and operational assistance across the assigned network/area of responsibility. The role focuses on enhancing the travel agent and customer experience while ensuring productivity aligns with defined KPIs and company policies and procedures. The position requires working on rotational shifts.

Key Result Responsibilities

• Create, manage, and maintain travel agency user access, including password resets and login activation/deactivation, once profiles are available in the system, and notify relevant Sales teams for required follow-up actions.
• Act as the first point of contact for travel agents, addressing inquiries, information requests, modifications, and trade-related support to meet customer satisfaction and service level targets.
• Coordinate with the IT department to report, track, and resolve system issues encountered by travel agents, ensuring minimal disruption to operations.
• Verify and process redeemable tickets based on approvals from Sales or Customer Support teams, ensuring accurate updates to trade accounts.
• Handle trade-related requests including exceptions, re-bookings, cancellations, refunds, and special approvals in accordance with approved SOPs.
• Issue and manage various ticket types, including approved special or exception tickets, as authorized by the Sales team.
• Process extra baggage requests received after cut-over time in line with applicable SOPs.
• Address and resolve inquiries related to reservations, ticketing, hotel bookings, and other related services within defined guidelines.
• Follow the established escalation matrix for timely resolution of complex issues and service recovery.
• Ensure compliance with documentation, reporting standards, and internal procedures, maintaining accurate records of all trade support activities.
• Build and maintain effective working relationships with internal teams and stakeholders to ensure smooth coordination and timely support.
• Stay informed of market trends and changes in sales and customer service practices, recommending process improvements to enhance operational efficiency and customer experience.

Qualifications (Academic, Training, Languages)

• Diploma or Degree in Travel & Tourism or a related field preferred, or minimum 12th Standard pass with IATA Foundation Course certificate (or equivalent) mandatory.
• Ability to work effectively under pressure in a fast-paced, target-driven environment.
• Fluent in English and other languages as required locally
• Willingness and ability to work on rotational shifts, including weekends and public holidays, as per business requirements.
• Proficient in Microsoft Office applications and basic computer operations.
• Strong verbal and written communication skills in English; additional languages as per local requirements are an advantage.
• Customer-service oriented with a strong focus on achieving KPIs and service targets.

Work Experience

2 years of relevant experience in customer service, call center operations, travel services, or travel operations, preferably within the airline or travel industry.