Executive - Backend Operations

About the role

The Executive - Backend Operations will handle airline ticket exchange, reissue and revalidation tasks by applying fare rules, calculating fare differences, and managing backend queues. The role requires strict adherence to SLAs, accurate documentation, and coordination with internal teams while working in a 24x7 office environment.

Responsibilities

• Manage ticket exchanges, reissues, and revalidations according to airline fare rules.
• Interpret fare rules, penalties, no‑show conditions, and change restrictions.
• Calculate fare differences and applicable change fees accurately.
• Process both voluntary and involuntary exchanges following airline guidelines.
• Review and act on backend queues within defined SLAs.
• Coordinate escalations and special cases with internal teams.
• Handle taxes, EMDs, and payment forms correctly during exchanges.
• Maintain SLA/TAT compliance for all assigned tickets.
• Document ticket history and maintain accurate notes.
• Follow SOPs, compliance, and quality standards.
• Provide proper shift handover for seamless 24x7 operations.

Eligibility

• Graduate or undergraduate degree in any discipline.
• 0–3 years of experience in backend operations, ticketing, or support.
• Good written communication skills.
• Strong attention to detail and documentation accuracy.
• Willingness to work rotational shifts, including nights, weekends, and holidays.
• Readiness to work from the office in a 24x7 environment.

Skills

• Ticketing systems
• Data entry
• Backend operations
• GDS
• Fare rules
• EMD handling