Cleartrip is a global online travel agency, headquartered in Mumbai. The company operates an online travel aggregator website for booking flights, train tickets, hotel reservations, and activities in India and the Middle East countries. It holds offices across India, UAE, Saudi Arabia and Egypt.
Assistant Manager Customer Experience (Process Excellence)
About the job
Assistant Manager – Customer Experience (Process Excellence)
What are we looking for?
The Customer Experience Design & Strategy team at Cleartrip is looking for an Asst. Manager to help champion customer experience improvement across the company. This is a high impact and high visibility role right at the core of improving customer experience at Cleartrip.
What will you do?
You will be *the* voice of customer for the design, strategy and execution of customer experience for partner teams across Cleartrip.
- Help develop policies, processes, systems and partnerships across the company to enable partner teams to improve customer experience.
- Share data, insights and best practices from within the company and outside to constantly help improve customer experience.
- Create BRDs, SOPs, etc. and interact with various teams to implement enhancements
- Create and enforce the right customer experience guardrails, exception handling mechanisms and business throttles to ensure that sub-par experience is not delivered or removed immediately once identified
- Analyze data to conceptualize and put forward the customer issues, present the same to stakeholders/ Category team
- Proactively identify trends of CX metric to prevent / identify customer impacting issues
- Liaison with multiple design / product / category teams stakeholders to implement the necessary changes
- Review the process/strategy for new constructs from end to end customer experience point of view
What you should have?
- Minimum 3-5 years in Travel/ e-commerce/ fintech
- Experience leading complex projects. Comfort with data analysis
- You are comfortable interacting with cross-disciplinary technical and non-technical teams.
- Strong organizational and multitasking skills to help you balance competing priorities with ease.
- You have excellent written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive)
Operations Executive
About the job
Roles & Responsibilities:
- Client Liaison: Serve as the primary contact between Cleartrip and the client, ensuring timely responses to travel-related needs and inquiries.
- Service Excellence: Deliver exceptional customer service, addressing issues and providing accurate information to maintain client satisfaction.
- Travel Management: Manage end-to-end bookings, including flights, hotels, car rentals, and other travel services, ensuring smooth and hassle-free client experiences.
- Itinerary Planning: Assist in crafting travel itineraries aligned with the client’s preferences and policies.
- Travel Documentation: Ensure timely processing and delivery of tickets, visas, insurance, and other necessary documents.
- Budget Adherence: Make travel arrangements within the client’s budget while following Cleartrip’s cost-effective practices.
- Expense Tracking: Monitor and report travel expenses, ensuring accuracy in billing and transparency in cost management.
- Operational Efficiency: Follow Cleartrip’s SOPs, ensure compliance with travel policies, and proactively resolve operational issues to minimize disruptions.
- Risk Management: Identify and mitigate travel-related risks to ensure the safety and security of the client.
- Collaboration: Work with internal teams to ensure seamless communication, efficient travel arrangements, and resolution of client issues.
Desired Candidate Profile:
- Strong Communication Skills: Ability to communicate clearly and professionally with both clients and internal teams, ensuring alignment on all travel matters.
- Customer-Centric Approach: A dedication to delivering high-quality customer service and ensuring client satisfaction by addressing needs promptly and efficiently.
- Organizational Skills: Exceptional attention to detail in handling multiple bookings, coordinating itineraries, and managing travel documentation.
- Problem-Solving Ability: A proactive approach to resolving travel-related issues with minimal disruption to client plans.
- Technical Proficiency: Familiarity with Cleartrip’s travel management systems and other tools for booking, expense tracking, and reporting.
- Cost-Consciousness: A strong ability to manage travel arrangements within budget constraints while ensuring value and efficiency.
- Industry Knowledge: A solid understanding of the travel industry, including trends, regulations, and best practices, along with a desire to stay updated on new developments.
Pricing Analyst
About the job
About Cleartrip Launched in July 2006, Cleartrip Pvt Ltd., a Flipkart company, has emerged as India’s fastest-growing online travel technology company. In April 2021, Flipkart acquired 100% of Cleartrip’s shareholding. Cleartrip recently emerged as the no. 2 OTA player as per a recent study by VIDEC. With an aggressive plan to emerge as a leading innovator in the industry, Cleartrip is on its way to building a differentiated value proposition for its customers looking for end-to-end travel solutions. With industry-first offerings such as ‘CT Flexmax, CT Flex, and CT Upgrade’, Cleartrip has a clear vision to disrupt the OTA segment. Combining intuitive products with a customer-centric approach and a wide selection of flights and hotels, Cleartrip brings a unique selling point to the market, offering its customers convenience, choice, competitive prices, and premium content.
JOB DESCRIPTION
- Analyze reports to identify pricing patterns across channels & competition
- Execute pricing changes on systems through rate rule configuration
- Monitor channels for their performance and growth
- Prepare daily/weekly/monthly reports for the team on performance and updates
- Conduct benchmarking exercises to identify competition trends
- Partner across functions to ensure timely execution of deliverables
- Take ownership of the LOB to ensure top line achievement and bottom line health
Note – This is a 1 year contract role.
Finance Executive – (Transaction monitoring/Chargeback Process))
About the job
JOB DESCRIPTION
- Analyze reports to identify pricing patterns across channels & competition
- Execute pricing changes on systems through rate rule configuration
- Monitor channels for their performance and growth
- Prepare daily/weekly/monthly reports for the team on performance and updates
- Conduct benchmarking exercises to identify competition trends
- Partner across functions to ensure timely execution of deliverables
- Take ownership of the LOB to ensure top line achievement and bottom line health
Note – This is a 1 year contract role.
Credit Controller
About the job
Finance Executive – Credit Controller (6 Months Contract)
Budget – 6LPA
About the Role:
- Preference for candidates with experience in credit control, billing/invoicing, and payments within the travel industry.
- Comprehensive Responsibilities: Role encompasses credit control, billing/invoicing, and payments, requiring a diverse skill set.
- Credit Management Proficiency: Ability to monitor credit limits, perform credit checks, and implement debt recovery strategies.
- Accuracy and Attention to Detail: Emphasis on generating accurate invoices, verifying billing data, and reconciling payments.
- Problem Solving and Dispute Resolution: Capability to address billing discrepancies, resolve payment issues, and investigate disputes.
- Analytical Skills and Reporting: Capacity to analyze payment trends, prepare reports, and offer recommendations for process improvement.
- Compliance and Regulatory Knowledge: Understanding of regulatory requirements and industry standards, ensuring adherence to legal frameworks.
- Professional Qualifications: Encouragement for candidates with certifications in credit management or related fields, enhancing credibility and performance.
- Client Ledger vs Our Company ledger reconciliation.
- Work closely with sales, reservations/Ops, and finance teams to resolve billing discrepancies and address customer queries related to invoices and payments promptly.
- Prepare aging reports, cash flow forecasts, and other financial analysis to support decision-making and reporting requirements.
Qualification – Skills Required
- Bachelor’s degree in finance, Accounting, Business Administration, or related field.
- Minimum 2 + year of experience
- Previous experience in credit control or accounts receivable management within the travel industry preferred.
- Strong understanding of financial principles, credit risk assessment, and collections procedures.
- Excellent communication and negotiation skills, with the ability to build rapport and resolve conflicts diplomatically.
- Proficiency in accounting software (e.g., SAP, Oracle,) and Microsoft Office suite.
Finance Executive
About the job
Credit Control Team Billing/Invoicing and payments:-
Note: This is a 1 year contract
JOB DESCRIPTION:
1. Preference for candidates with experience in credit control, billing/invoicing, and payments within the
travel industry.
2. Comprehensive Responsibilities: Role encompasses credit control, billing/invoicing, and payments, requiring
a diverse skill set.
3. Credit Management Proficiency: Ability to monitor credit limits, perform credit checks, and implement debt
recovery strategies.
4. Accuracy and Attention to Detail: Emphasis on generating accurate invoices, verifying billing data, and
reconciling payments.
5. Problem Solving and Dispute Resolution: Capability to address billing discrepancies, resolve payment issues,
and investigate disputes.
6. Analytical Skills and Reporting: Capacity to analyze payment trends, prepare reports, and offer
recommendations for process improvement.
7. Compliance and Regulatory Knowledge: Understanding of regulatory requirements and industry standards,
ensuring adherence to legal frameworks.
8. Professional Qualifications: Encouragement for candidates with certifications in credit management or
related fields, enhancing credibility and performance.
9. Client Ledger vs Our Company ledger reconciliation.
10. Work closely with sales, reservations/Ops, and finance teams to resolve billing discrepancies and address
customer queries related to invoices and payments promptly.
11. Prepare aging reports, cash flow forecasts, and other financial analysis to support decision-making and
reporting requirements.
Qualifications:
1. Bachelor’s degree in finance, Accounting, Business Administration, or related field.
2. Minimum 2 + year of experience
3. Previous experience in credit control or accounts receivable management within the travel industry
preferred.
4. Strong understanding of financial principles, credit risk assessment, and collections procedures.
5. Excellent communication and negotiation skills, with the ability to build rapport and resolve conflicts
diplomatically.
6. Proficiency in accounting software
