Senior Team Leader – Operations

Location : Gurgaon

Department : Q-Check

Team : Schedule Change

Company Overview

Fareportal is a travel technology company powering a next-generation travel concierge service. Utilizing its innovative technology and company owned and operated global contact centers, Fareportal has built strong industry partnerships providing customers access to over 600 airlines, a million lodgings, and hundreds of car rental companies around the globe. With a portfolio of consumer travel brands including CheapOair and OneTravel, Fareportal enables consumers to book-online, on mobile apps for iOS and Android, by phone, or live chat. Fareportal provides its airline partners with access to a broad customer base that books high-yielding international travel and add-on ancillaries. 

Fareportal is one of the leading sellers of airline tickets in the United States.   We are a progressive company that leverages technology and expertise to deliver optimal solutions for our suppliers, customers, and partners.


  • Fareportal is the number 1 privately held online travel company in flight volume. 
  • Fareportal partners with over 600 airlines, 1 million lodgings, and hundreds of car rental companies worldwide. 
  • 2019 annual sales exceeded $5 billion. 
  • Fareportal sees over 150 million unique visitors annually to our desktop and mobile sites.

Fareportal, with its global workforce of over 2,600 employees, is strategically positioned with 9 offices in 6 countries and headquartered in New York City.

Roles and Responsibilities/JD:

  • 100% ownership of unresolved SC to be refunded with the help of BART/Airlines/SRT/Agents
  • Send communication to customers on all cases where refund has been processed
  • Follow airline permitted methods to complete refund activity
  • Follow-up with airlines by phone/email to close refunds
  • Monitor productivity and schedule adherence of the agents assigned
  • Timely close all cases which have dependency on Airlines/SRT
  • Submit all files to airlines/SRT on or before the deadline
  • Audit transactions to ensure sanity
  • Get coupon and CB validation done before submitting file for refund

Required Skills:

  • Must possess strong interpersonal skills, including strong verbal, written communication skills and excellent team handling skills
  • Designing ways to implement new and improve existing processes


  • Bachelor’s degree in any stream or any professional qualification in Travels
  • Minimum of 5 years in travel industry experience and 7+ experience overall
  • Between 2-4 years of experience in a Team Leader or similar role
  • Must be open to work in a 24/7 environment
  • Must be proficient on one of the two GDS (Amadeus/Sabre)
  • Must be Proficient in MS Office Tools
  • Weekly review of all refund eligible files with HOD
Job Category: Support
Job Type: Full Time
Job Location: Gurgaon

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