Helpdesk Executive – F&CS Corporate Travel
Mumbai
Facilities and Administration – Facilities and Corporate Services /
Contract /
On-site
This position plays a pivotal role in ensuring seamless business travel experiences for employees and senior stakeholders. As the first point of contact, you will be responsible for handling a broad range of travel, administrative, and employee support queries.
The role goes beyond travel coordination—covering assistance with visa documentation, car lease queries, club memberships, billing follow-ups, and support for other Facilities & Corporate Services (F&CS) related tasks. You will work closely with internal teams, employees, and external vendors to provide timely support and deliver a consistently high level of service.
Key Responsibilities:
- Customer Service Excellence:
- Serve as the frontline representative, addressing employee inquiries via email and phone promptly.
- Demonstrate empathy, patience, and professionalism in all interactions to ensure the highest level of customer satisfaction.
- Travel & Visa Coordination:
- Assist with travel bookings including flights, accommodations, ground transport, and travel insurance.
- Coordinate with the TMC partner to secure reservations, confirmations, and handle special requests.
- Provide assistance with visa-related documentation such as invitation letters and travel support letters, liaising with employees and the Visa team.
- Coordinate pickups/drop-offs through Ola, Uber, and similar transport services.
- F&CS Support – Car Lease, Club Membership & Admin Tasks:
- Address and route queries related to company car lease programs and manage communications with leasing partners.
- Assist in processing new or renewal requests for corporate club memberships.
- Support additional helpdesk responsibilities, including issuing standard letters, resolving helpdesk tickets, and following up on approvals.
- Escalation Management:
- Manage complaints and escalations by collaborating with internal teams and external vendors to provide timely resolutions.
- Ensure all escalations are logged, tracked, and closed with proper documentation and client satisfaction.
- Billing & Invoice Coordination:
- Assist with processing and tracking invoices, with basic understanding of payment clearance processes.
- Coordinate with Finance and vendors to resolve billing or payment-related queries.
- Ensure timely submission and follow-ups of payment advice confirmations.
- Excel Reporting & Record Maintenance:
- Prepare and manage travel and expense reports using Excel.
- Maintain accurate logs of bookings, escalations, billing issues, and support queries for reporting and audit purposes.
- HR & Internal Coordination:
- Liaise with HR and other departments to organize employee travel aligned with internal policies.
- Support travel logistics for events, offsites, leadership meetings, and training sessions.
Preferred Experience and Education :
- Customer Service Experience: Prior experience in travel, hospitality, or helpdesk roles with a service-oriented mindset.
- Geographic & Industry Knowledge: Understanding of travel routes, airlines, visa processes, hotels, car rentals, and transport aggregators.
- Escalation Handling: Ability to manage sensitive issues with professionalism, patience, and solution-oriented thinking.
- Excel Proficiency: Strong working knowledge of Excel for maintaining logs, preparing reports, and data analysis.
- Billing & Invoice Support: Basic understanding of invoice processing and coordinating with Finance teams for payment clearance.
- Administrative Agility: Comfortable managing online travel tools and helpdesk systems for day-to-day operations.
- Strong Communication: Excellent written and verbal skills to communicate clearly with stakeholders and vendors.
- Organizational Skills: Ability to multitask, prioritize, and meet deadlines in a fast-paced environment.
