Associate Manager - Central Sales Agency Helpdesk Support
Air India · Gurgaon
- Experience5–7 yrs
- SalaryNot disclosed
- Work modeonsite
- Levelsenior
- Posted17 Sept 2026
About Air India
Air India is hiring in Gurgaon in hospitality travel. This role looks for around 5+ years of experience.
Skills
- GDS systems
- Airline Reservations and Ticketing
- Microsoft Office
- Sales Strategy and Planning
The role
A client servicing executive at an airline manages airline reservations and ticketing, supports travel agencies and corporate clients, and resolves customer inquiries through GDS systems and sales support. The role also uses Microsoft Office and sales strategy and planning to coordinate proposals, escalations, and customer feedback.
Full job description
Location: Gurugram
|
Sep 17, 2026
Position Title:
Associate Manager - Central Agency Helpdesk Support
Job Code:
Grade:
D1
Function:
Commercial
Location:
Gurugram
Reports to:
Manager - Central Agency Helpdesk Support
Role Level:
Associate Manager
Job Purpose
Accountable for the Helpdesk operations within the Sales department, ensuring efficient resolution of customer inquiries and issues.
Key Accountabilities
Sales Support Functions
Provide exceptional customer service by responding to customer inquiries, addressing customer complaints, and providing information on airline products and services.
Communicate with travel agents, corporate clients, and other customers to provide information and assistance in booking airline tickets.
Assist with the preparation of sales presentations and proposals for potential customers.
Collaborate with other departments, such as marketing, operations, and finance, to ensure effective sales strategies and processes.
Ensure that the daily KPI and SLA are met both individually and for the team.
Ensure that escalations from agencies, sales and distribution, corporate and internal departments are attended to and resolved as per SOP.
Ensure that the sales support team provides excellent customer service and that customer complaints and issues are resolved promptly and effectively.
Answer customer inquiries, schedule meetings, and sales appointments, and follow up with customers.
Manage incoming calls and emails, directing inquiries to the appropriate sales team member as needed.
Gather customer feedback and insights to identify trends, pain points, and areas for improvement.
Work closely with the Sales and Marketing teams to ensure alignment between customer feedback and business strategies.
Champion the voice of the customer within the organization, advocating for initiatives that enhance customer satisfaction and loyalty.
Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.
Skills Required for the role
Working knowledge of any GDS/airline systems
Knowledge of Airline Reservations & Ticketing
Knowledge of MS Office
Strong analytical and problem-solving skills
Sales strategy & planning
Excellent communication and interpersonal skills
Key Interfaces
Internal Interfaces
Sales Department
Collaborate with the sales team to support them in achieving sales goals and objectives, share customer feedback, and provide administrative assistance
Marketing and Customer Service
Coordinate closely with other departments, such as marketing and customer service, to ensure that the sales support team is aligned with the overall goals and objectives of Air India
External Interfaces
Agency
Coordinate with agency to answer inquiries, schedule meetings, , and follow up
Educational and Experience Requirements
Minimum Education Requirement
Bachelor's degree in Business Administration, Sales & Marketing, or a related field
Minimum Requirement
Desired
Experience
5 years of experience in sales, sales support, or related roles
5-7 years of experience in sales, sales support, or related roles
Prior experience in aviation sector is an advantage