Senior Associate - Fluid Operations

About Pickyourtrail Pickyourtrail is the Indian millennial’s most loved leisure travel brand. Our mission is to

make a positive impact on people by delivering meaningful & memorable experiences

through travel.

We take pride in having built India’s most loved Do-It-Yourself vacation builder platform.

Over 100,000 travellers from 14 countries have picked their trail with us and have rated us

exceptional across TrustPilot, Facebook and Google. In fact, Google in its travel survey

had cited Pickyourtrail’s model of combination of expert-led advice and tech platform as

the desired solution for the vacation industry. With an NPS score of 60+, We continue to

focus on delivering exceptional value and experiences for the new age travellers breaking

away from the traditional packaged tours model.

Expectations

• Be an All Rounder in terms of delivering Customer Experience
• Concierge:

○ Interact with customers and be the face of the brand from an operations

perspective

○ Respond to customer queries over chat/call adhering to SLAs

○ Handle escalations from customers - understand the problem, fix it and

close the loop with customers

○ Able to work under pressure and deliver top notch customer experience

○ Be on top of Customer Experience - ensure every trip booked is seamless

• Operations:

○ Support offline booking requests for customers

○ Help our customers with special requests and customized bookings

○ Perform additional concierge services for high touch customers (e.g. Web

Checkin, Seat Selection, Meal selection)

• Feedback loop:

○ Capture and share live customer issues on product offerings and feature

based on

You’ll be a great fit for this role if you have:

• At least 3-6 years of experience as a booking agent

Great communication skills; you are able to understand/empathize with customer

issues and are able to provide favorable solutions

• Amadeus proficiency is mandatory
• Round the clock availability is mandatory
• Able to think on the feet and ensure customer issues are resolved
• Prior work experience as an implant is an added advantage
• Adherence to operational processes and SLAs
• Willingness to travel and work out of client offices across the country.
• Speak fluent Hindi