Senior Associate, Central Agency Refunds and ADM Support

About the role

Central Agency Helpdesk Support team at Air India ensures efficient resolution of airline sales inquiries and issues. The Senior Associate manages helpdesk operations, responds to customer and agency inquiries, coordinates sales appointments, and collaborates with sales, marketing, and finance to align strategies. Gurugram office, on-site work model, with opportunities to influence customer satisfaction initiatives.

What you’ll do

• Handle inbound calls and emails, directing inquiries to appropriate sales team members
• Provide exceptional customer service and resolve complaints per SOP
• Collaborate with sales, marketing, and operations to ensure effective sales strategies
• Gather and analyze customer feedback to identify trends and improvement areas
• Prepare sales presentations and proposals for potential customers
• Ensure daily KPI and SLA targets are met individually and for the team

What you’ll bring

• 5-7 years sales support experience
• Prior aviation sector experience
• Working knowledge of GDS/airline systems
• Knowledge of airline reservations and ticketing
• Proficiency in MS Office
• Strong analytical and problem‑solving skills
• Excellent communication and interpersonal skills

Education

Bachelor's degree in Business Administration, Sales & Marketing, or related field