Wizfair Travels
Website:
wizfairtravels.com
Job details:
Wizfair Travels is a rapidly growing global travel company with operations across India, the United States, Canada, Europe, and other international markets. We are committed to delivering exceptional travel experiences through customized flight bookings, holiday packages, and outstanding customer support. As part of our continued expansion in the Indian market, we are looking for an experienced, performance-driven Team Leader – Customer Support & Sales who can lead, motivate, and develop a team while ensuring exceptional customer service, high sales conversions, and operational excellence. Role Description This is a full-time, on-site role based in Gurugram for a Team Leader – Customer Support & Sales. The ideal candidate will be responsible for managing a team of Customer Support and Travel Sales Executives, driving team performance, improving customer satisfaction, and ensuring the achievement of sales and service KPIs. The candidate should possess strong leadership skills, hands-on experience in the travel industry, and the ability to coach team members to consistently deliver exceptional customer experiences. Candidates with prior experience in MakeMyTrip, Goibibo, EaseMyTrip, Yatra, Booking.com, Agoda, Cleartrip, Expedia, or other leading Online Travel Agencies (OTAs) will be highly preferred. Key Responsibilities • Lead, mentor, and manage a team of Customer Support and Travel Sales Executives. • Monitor daily team performance and ensure achievement of sales targets and customer service KPIs. • Conduct regular coaching sessions, feedback meetings, and performance reviews to improve productivity. • Drive inbound sales conversions while maintaining excellent customer satisfaction. • Ensure prompt resolution of customer queries, complaints, escalations, and postbooking issues. • Monitor call quality, adherence, attendance, and productivity of team members. • Assist team members with complex customer situations and booking-related issues. • Prepare daily, weekly, and monthly MIS reports and share performance updates with management. • Identify training needs and conduct regular product and process training sessions. • Ensure compliance with company policies, quality standards, and operational procedures. • Collaborate with Quality, Operations, Training, and Ticketing teams to improve overall customer experience. • Motivate the team through recognition, engagement activities, and performance improvement initiatives. • Analyze performance metrics and implement action plans to improve conversion rates, revenue, and customer satisfaction. • Stay updated on airline fare rules, travel industry trends, promotions, and competitor activities.
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