Customer Care Representative

We are looking for a Customer Care Executive with strong sales acumen to join our team. In this

dual-role, you will handle flight inquiries, assist with reservations, resolve travel-related concerns,

and actively convert leads into confirmed bookings. This is a customer-facing position that requires

both service orientation and a target-driven approach to maximize revenue per interaction.

Key Responsibilities:

Customer Service (Airline Support):

 Handle inbound calls, chats, and emails related to flight bookings, reschedules, cancellations,

baggage, and special assistance.

 Assist customers in navigating airline fare rules, seat selection, travel guidelines & policies.

 Coordinate with airline partners and internal ticketing teams to resolve complex cases and

ensure seamless travel support.

 Guide customers on account registration (e.g., MyEagle) and self-service tools to enhance

digital engagement.

Sales & Upselling (Airline Focus):

 Convert customer inquiries into ticketed sales, including domestic and international sectors.

 Upsell value-added services such as travel insurance, seat upgrades, baggage add-ons,

lounge access, and priority check-in.

 Promote partner airlines, flexible fare options, and limited-time offers to drive conversions.

 Actively pitch “token of service” (gratuity/tips) and collect positive feedback via platforms

like Trustpilot, BBB, etc.

Process & CRM Management:

 Maintain accurate records of each customer interaction, transaction, and resolution in CRM.

 Ensure compliance with airline policies, data protection standards, and internal quality

benchmarks.

 Monitor personal KPIs such as sales targets, average handling time (AHT), and call quality.

Required Skills & Experience:

 2+ years of experience in an airline, travel agency, or OTA (e.g., MakeMyTrip, Expedia, Yatra)

with a proven track record in sales and customer service.

 Knowledge of global airline fare structures, PNR creation, GDS platforms (Amadeus, Sabre,

Galileo) preferred.

 Strong verbal and written communication skills in English; additional languages are an asset.

 Ability to handle objections, negotiate fares, and close bookings under pressure.

 Familiarity with post-sales processes like schedule change handling, airline waivers, and

refund policies.

Performance Metrics:

 Monthly sales/revenue target achievement

 Conversion rate per lead or inquiry

 CSAT/NPS score (Customer satisfaction)

 Number of upsells per ticket

 AHT (Average Handling Time)

 Adherence to roster and compliance norms

Work Schedule & Flexibility:

 This is a 24x7 operations role. Candidates must be willing to work in rotational shifts,

including nights, weekends, and public holidays as per roster.

 Shift timings may vary based on region (e.g., US/Canada, Europe, or Asia-Pacific desk).

 Flexibility to handle extended hours during peak seasons (e.g., summer travel, holidays) is

required.

 Remote or hybrid work options cannot be considered due to security & business needs.

Compensation & Benefits:

 Fixed salary + Quarterly performance incentives

 On-the-job GDS training & travel related programs

 Health insurance and performance bonuses

What We Believe In

At IndianEagle, our culture is rooted in values that guide every interaction — with customers,

partners, and each other:

 Passion: We bring energy, ownership, and love for what we do.

 Honesty: We’re sincere, transparent, and own our mistakes.

 Courage: We speak up, take smart risks, and face challenges head-on.

 Perseverance: We stay committed and never give up.

 Excellence: We aim for the best — every task, every time.

 Responsibility: We take full ownership and deliver on our promises.

 Wisdom: We stay informed, ask questions, and think deeply.

 Objectivity: We’re fair, unbiased, and purpose-driven.

 Creativity: We think differently and find smart, simple solution

• It is a Full Time Customer Support / TeleCaller job for candidates with 2 - 5 years of experience.

More about this Customer Care Representative job

1. What is the eligibility criteria to apply for this Customer Care Representative job?
   Ans: The candidate should be 12th Pass and above and above with 2 - 5 years of experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹15000 - ₹30000 per month that depends on your interview. It's a Full Time job in Hyderabad.
3. How many working days are there for this Customer Care Representative job?
   Ans: This Customer Care Representative job will have 5 working days.
4. Are there any charges applicable while applying or joining this Customer Care Representative job?
   Ans: No, there is no fee applicable for applying this Customer Care Representative job and during the employment with the company, i.e., INDIAN EAGLE.
5. Is it a work from home job?
   Ans: No, it’s not a work from home job and can't be done online.
6. How many openings are there for this Customer Care Representative role?
   Ans: There is an immediate opening of 5 Customer Care Representative at INDIAN EAGLE
7. Who can apply for this job?
   Ans: Only Male candidates can apply for this Customer Support / TeleCaller job.
8. What are the timings of this Customer Care Representative job?
   Ans: This Customer Care Representative job has Night Shift.