Executive

• 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.

Responsibilities

• • Handle ticket issuance, queue reject bookings 
  • 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.

Qualifications

• 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.