Travel Customer Support Executive – International Travel Process Chat / Voice

• *Job Description**

• *Travel Customer Support Executive – Voice / Chat Process**

• *Designation:** Senior Agent

• *Job Summary**

We are looking for a customer\-focused and professional Travel Customer Support Executive to handle customer queries and provide travel\-related assistance through voice calls.

The role involves assisting customers with flight and hotel bookings, booking modifications, cancellations, refunds, payments, baggage queries, travel schedules, and other travel\-related concerns.

The ideal candidate should have excellent spoken English, strong communication and listening skills, good problem\-solving abilities, and the ability to handle international customers professionally while maintaining high service quality.

• *Key Responsibilities**

• Handle inbound and/or outbound customer calls related to travel services.
• Assist customers with travel\-related queries, including:
• Flight and hotel bookings.
• Booking modifications and cancellations.
• Refund and payment\-related queries.
• Flight schedules, travel dates, and itinerary information.
• Baggage\-related concerns.
• General travel and reservation\-related assistance.
• Understand customer requirements by actively listening and asking relevant questions.
• Provide accurate, clear, and timely resolutions to customer queries.
• Communicate with customers in a polite, professional, friendly, and confident manner.
• Follow company processes, call\-flow guidelines, scripts, and standard operating procedures.
• Handle difficult, irate, or dissatisfied customers calmly and professionally.
• Demonstrate empathy and take ownership of customer concerns until appropriate resolution or escalation.
• Perform basic troubleshooting and follow defined workflows to resolve customer issues.
• Use multiple systems, travel tools, booking platforms, and applications simultaneously while handling calls.
• Accurately update customer information, booking details, and interaction records in the relevant systems.
• Protect customer, booking, and payment information and strictly follow data privacy and security guidelines.
• Escalate complex or unresolved issues to the appropriate team as per the defined escalation matrix.
• Follow up with customers when required and ensure proper closure of cases.
• Maintain professional call handling standards, including appropriate opening, probing, hold, transfer, resolution, and closing procedures.
• Meet defined targets related to **productivity, Average Handling Time (AHT), quality, customer satisfaction, attendance, and adherence**.
• Maintain a high level of professionalism and customer service throughout every interaction.

• *Experience Required**

• **Minimum 6 months of experience in a BPO/call center handling an international voice process.**
• Experience handling US customers will be preferred.
• Prior experience in the travel, airline, hotel, hospitality, or travel support domain will be an added advantage.
• Candidates with experience in international customer service, travel support, or reservation processes are preferred.
• Experience handling customer complaints, escalations, and complex queries over the phone is desirable.

• *Language \& Communication Skills**

• Fluent in spoken English with strong grammar, vocabulary, pronunciation, and comprehension skills.
• Excellent verbal communication and active listening skills.
• Clear, confident, and professional telephone communication.
• Ability to understand different accents and communicate effectively with international customers.
• Ability to explain information clearly and professionally over the phone.
• Strong questioning and probing skills to understand customer requirements.
• Ability to maintain a professional tone and demonstrate empathy during difficult conversations.

• *Customer Service \& Professionalism**

• Customer\-focused, friendly, polite, patient, and professional.
• Positive attitude with a strong willingness to assist customers.
• Ability to understand customer concerns and provide quick, accurate, and effective solutions.
• Strong ownership and accountability for customer interactions.
• Ability to handle irate, demanding, or emotionally upset customers professionally.
• Strong problem\-solving and decision\-making skills.
• Ability to multitask and navigate multiple systems while speaking with customers.
• Good computer skills and typing ability.
• Strong attention to detail and accuracy.
• Ability to work effectively under pressure in a fast\-paced environment.
• Flexible and comfortable working in rotational shifts, including night shifts, weekends, and holidays, based on business requirements.

• *US Customer \& Travel Process Knowledge**

• Good understanding of US customer service expectations and professional communication standards.
• Ability to communicate effectively with US customers and understand cultural and communication nuances.
• Understanding of the travel industry is preferred.
• Knowledge of flight bookings, cancellations, amendments, refunds, baggage, and itineraries is an advantage.
• Basic understanding of airline and hotel reservation processes is preferred.
• Experience with travel portals, booking systems, GDS, CRM platforms, or airline systems will be an added advantage.
• Ability to understand and explain travel policies, booking conditions, and applicable procedures to customers.

• *Voice Process Skills**

The candidate should be comfortable with

• Handling continuous inbound customer calls.
• Managing multiple customer queries during a shift.
• Following a structured call flow.
• Probing effectively to identify the customer's exact requirement.
• Placing customers on hold appropriately and providing regular updates.
• Transferring or escalating calls when required.
• De\-escalating difficult customer situations.
• Maintaining call quality and professionalism throughout the interaction.
• Achieving defined AHT, Quality, CSAT, Productivity, and Adherence targets.
• Maintaining accurate documentation after every customer interaction.

• *Key Performance Indicators (KPIs)**

Performance will be measured based on

• Customer Satisfaction (CSAT)
• Call Quality
• Average Handling Time (AHT)
• First Call Resolution (FCR)
• Productivity
• Attendance \& Schedule Adherence
• Process Compliance
• Customer Complaint/ Escalation Handling
• Accuracy of Information Provided

• *Shift \& Work Environment**

• Willingness to work in rotational shifts, including US/night shifts.
• Willingness to work on weekends and public holidays as per business requirements.
• Comfortable working in a high\-volume international voice process.
• Ability to work effectively in a target\-driven and performance\-oriented environment.

• *Preferred Candidate Profile**

The ideal candidate will have

• 6\+ months of international voice/BPO experience.
• Strong spoken English and neutral/global communication skills.
• Experience handling US customers.
• Strong customer service and objection\-handling skills.
• Good knowledge of travel or airline processes.
• Ability to multitask across multiple systems.
• Strong problem\-solving and decision\-making abilities.
• Professional attitude and excellent telephone etiquette.
• Ability to work under pressure while maintaining customer service quality.

Pay: ₹30,000\.00 \- ₹36,000\.00 per month

Experience

• Chat /Email \+ voice: 1 year (Required)

Work Location: In person