Using info from Destination India & Beyond (DiB) and Destination Hub to set context:
Destination India & Beyond is a B2B DMC‑matchmaking service, formed in 2016. They connect travel trade players (Destination Experts, travel agents, tour operators) across India & beyond.
It emphasizes integrity, trust, sustainable tourism, ethical practices, and helping promote both domestic and outbound tourism.
Destination Hub provides destination management and representation: sales, marketing, PR, product training, forging partnerships with hotels, OTAs, travel agents etc.
So as a Customer Care Executive there, you’d be part of the front‑line team ensuring clients (agents, partners, travellers) are satisfied, queries resolved, coordination smooth etc.
Position: Customer Care Executive
Location: (City, India)
Reports to: Customer Care Manager / Operations Manager
Handle inbound customer queries (via phone, email, chat) about travel products, tour packages, itineraries, pricing, etc.
Provide accurate information about destinations, hotels, transport, visa requirements, local regulations.
Assist in booking or coordinating reservations (hotels, transport, local tours), or escalate to relevant team members.
Follow up with customers for confirmations, payments, documentation.
Resolve customer complaints or problems: delays, cancellations, service mismatches. Ensure complaints are addressed quickly and to customer satisfaction.
Maintain detailed records of customer interactions (CRM, tickets etc.), tracking open issues, follow‑ups.
Liaise with vendors / suppliers / partners (hotels, transport, local guides) to ensure service delivery as promised.
Upsell / cross‑sell additional services when possible (local tours, upgrades, add‑ons).
Collect feedback from customers, help generate insights for improving products, services, response times etc.
Ensure adherence to company policies, travel ethics (e.g. sustainability, safety).
Maintain performance against KPIs: response time, resolution time, customer satisfaction score, etc.
Education: Bachelor’s degree / Diploma; degree in Tourism / Hospitality / Business is a plus.
Experience: 1‑3 years in customer service in travel/tourism / B2B environment preferred. Freshers with strong communication skills may also be considered.
Excellent verbal and written communication in English + one or more regional languages.
Good interpersonal skills, patience, empathy.
Strong problem solving and decision making.
Ability to multitask and prioritize work in a fast‑paced environment.
Basic computer skills: MS Office, CRM software, email, chat tools.
Familiarity with travel booking software / GDS / tour operations is a plus.
Flexibility: Ability to work shifts, weekends, or as required.
Customer satisfaction score (CSAT)
Average response time to queries
Average resolution time for customer issues
Number of complaints resolved / escalated
Number of bookings handled or assisted (if sales is part of the role)
Accuracy in information / documentation
These are advantages that you and the company may enjoy from having / filling this role well:
Job satisfaction & people interaction
Helping customers travel, sort out problems, delivering positive experiences can be fulfilling.
You interact with diverse people and situations which keeps the work interesting.
Skill development
You’ll pick up useful skills: communication, conflict resolution, multitasking, problem solving, negotiation.
Gain knowledge of travel industry: destinations, tours, vendors, regulations.
Career growth opportunities
Good stepping stone into roles like Operations, Product Management, Customer Experience, Quality, or Team Lead.
If you learn well, you might move into supervisory or managerial roles.
Exposure to travel / tourism ecosystem
You will likely get to know about hotels, airlines, travel regulations, ground handling etc.
Sometimes companies give you perks like travel discounts, fam (familiarization) trips, booth visits at fairs, etc.
Competitive compensation & incentives
Besides base salary, there may be incentives or bonuses tied to customer satisfaction metrics, resolution times, upselling, etc.
Work in dynamic & global environment
Travel industry often involves interacting with people from different regions / cultures.
The job may require adapting to unexpected changes (flight delays etc.), so it’s never static.
Flexibility & shift work
Many companies offer varied shifts (morning/rotational/24×7) — which can allow some flexibility depending on your needs or preferences.
Learning technology & tools
Using CRM systems, reservation systems, communication tools, digital platforms. Adds to your technical / software skills.
Depending on “Destination”, they may offer perks like:
Travel discounts or free / subsidized trips or stays (for staff).
Training programs, skill development workshops.
Friendly work environment, supportive team culture.
Health insurance, paid leave etc (if scalable).
Performance bonuses.
Opportunities to attend travel trade shows, exhibitions.
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