Passenger Support Services

Gratitude Inc

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1 week ago

Passenger Support Services

3-5 Year(s)

Gurugram (Gurugram)

Job Description

Key Skills

Customer Service BPO Voice Process Passenger Boarding & Check-in airline operations

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Passenger Support Services
Location: Gurugram (Candidate must be residing in Gurugram)
Grade: BPO 1/2
Salary: Up to ₹6 LPA
Reports To: Team Leader

Job Overview:

The Passenger Support Services Executive will provide critical assistance to airport check-in staff and handle queries related to check-in, boarding, seating, and reservations. The role involves supporting global airline operations through Amadeus, managing ancillary services such as baggage and upgrades, and resolving incidents efficiently. The position demands accuracy, strong communication skills, and the ability to function in a 24/7 operational environment.

Key Responsibilities:

Support airport and network teams with DCS-Customer Management, Reservations, and Ticketing queries.
Assist check-in staff with boarding, seating, and ancillary service issues including baggage and upgrades via EMD.
Handle codeshare and interline reservations and assist booking offices with ticket documentation.
Log incidents and escalate technical issues with Amadeus on Service Hub, following up until resolution.
Provide support for mishandled baggage (MHB) and World Tracer-related activities.
Share PNR and check-in history with airport or regulatory agencies when required.
Ensure adherence to service quality, accuracy, and turnaround time standards.

Required Qualifications:

Bachelor’s Degree in any discipline (Graduation is mandatory).
Minimum 3–5 years of experience in airport operations, airline management, or airline helpdesk environments.
Strong knowledge and hands-on experience in Amadeus (Reservation and DCS systems).

Required Skills:

Excellent written and verbal communication skills in English.
Proficient in MS Office applications.
Strong problem-solving and analytical abilities.
Ability to work under pressure in a fast-paced, 24x7 operational setup.

Mandatory Requirements:

Must have hands-on experience with Global Distribution Systems (GDS) — Amadeus is mandatory and non-negotiable.
Must have International BPO experience.
Must reside in Gurugram.
Must not be a former employee of TCS, DHL, or Maersk.

Role

Customer Service Executive

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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