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Director of Operations(B2B Travel)



Delhi, India · Delhi, India
Posted on Tuesday, November 14, 2023
Organizations Description: Mondee, Inc. is rapidly transforming the travel industrys approach to private fares. Our member companies, North Americas leading air consolidators, deliver the best fares and service to travel agencies, tour operators and other distributors. Our leading-edge technology creates the next generation of private fare distribution by harnessing big data capability, advanced search algorithms and advanced merchandising. Suppliers can feature their best content at the moment of truth, selling value and brand, not just price. Mondee is headquartered in the Silicon Valley, and has several regional offices globally. Our team is diverse, high-performing, and global, and our work environment is an inspiring space where you can thrive as a result. Mondee Inc is an equal employment opportunity employer. The companys policy is not to discriminate against any applicant or employee based on race, color, religion, national origin, gender, age, sexual orientation... gender identity or expression, veteran status, marital status, mental or physical disability, and genetic information, or any other basis protected by applicable law. Mondee Inc also prohibits harassment of applicants or employees based on any of these protected categories. Requirements: An ideal candidate would be processing the request related to issuance, exchanges, commissions, schedule change, voids & refunds. Roles & Responsibilities: Supporting the team to adequality fill their roles in order to ensure operations run efficiently, including, organizing training for the employees and performing call monitoring. Responsible for overseeing and leading projects from setting timelines, assigning responsibilities to the team, and informing management in regard to the progress of the project Maintain solid customer relationships by providing information in response to inquiries about products and services with speed and professionalism Handle customer complaints & escalations and communicate with airlines to provide a solution for the client Ensuring a high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs and work processes. Administrating and disputing chargebacks through investigation and communicating with external partners to recover the funds and resolve the issue Forecasting workload, enhancing efficiency and scheduling staff to meet anticipated workload within turnaround Preparing reports with a view to monitor the performance & efficiency of team members, ensuring compliance with pre-set quality parameters Meeting and exceeding client expectations through Continuous improvement in metrics. Observe customer transactions to recognize and prevent fraudulent activity Conduct Call Scoring Evaluations Providing hassle free sales services and customer grievances redresses Create effective customer service procedures, policies and standards Qualifications: 12-15+ Years experience in B2B in US/Canada market. Leadership & People Management skills Good communication skills Strategic Skills for achieving business goals Why youll love working here: We value diverse perspectives and hire to enrich our teams with new ideas and perspectives. Your learning is a top priority. We actively structure teams and projects to maximize individual growth and opportunities. You are encouraged to communicate openly and share opinions irrespective of your role or designation. Good work/life balance - We have strong work ethics towards our customers; at the same time we also value your life outside of work. Many of us have worked together at previous organizations, and choose to work together again and again because we respect one-another,

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