- Handle ticket exchanges, reissues, and revalidations as per airline fare rules.
- Interpret and apply fare rules, penalties, no-show conditions, and change restrictions.
- Calculate fare difference (add-collect) and applicable change fees accurately.
- Process voluntary and involuntary exchanges based on airline guidelines.
- Review and action backend queues within defined SLAs.
- Coordinate with internal teams for escalations and special cases.
- Ensure correct handling of taxes, EMDs, and form of payment (FOP) during exchanges.
- Maintain SLA/TAT compliance for all assigned tickets.
- Maintain accurate documentation and ticket history notes.
- Adhere to SOPs, compliance, and quality standards.
- Provide proper shift handover for seamless 24x7 operations.
- Handle ticket exchanges, reissues, and revalidations as per airline fare rules.
- Interpret and apply fare rules, penalties, no-show conditions, and change restrictions.
- Calculate fare difference (add-collect) and applicable change fees accurately.
- Process voluntary and involuntary exchanges based on airline guidelines.
- Review and action backend queues within defined SLAs.
- Coordinate with internal teams for escalations and special cases.
- Ensure correct handling of taxes, EMDs, and form of payment (FOP) during exchanges.
- Maintain SLA/TAT compliance for all assigned tickets.
- Maintain accurate documentation and ticket history notes.
- Adhere to SOPs, compliance, and quality standards.
- Provide proper shift handover for seamless 24x7 operations.
Required Skills & Qualifications:
- Graduate / Undergraduate (any discipline).
- 0–3 years of experience in backend operations, ticketing, or support roles.
- Good written communication skills.
- Strong attention to detail and documentation accuracy.
- Ability to work in rotational shifts including nights, weekends, and holidays.
- Willingness to work from office in a 24x7 environment.