Job Description:

Hiring: Customer Support Specialist (Rebooking Operations Team) – Back Office

Location: Lower Parel East, Mumbai (Near Lower Parel & Curry Road Station)

Position: Customer Support Specialist-Rebooking Operations Team (Back Office Role)

Job Types: Full-time, Fresher

Shifts: Rotational (Morning, Day, Night) including weekends/holidays – Shift changes every 14 days

Morning: 7:30 AM – 3:30 PM

Day: 3:30 PM – 11:30 PM

Night: 11:30 PM – 7:30 AM

Weekly Off: 1 Day Off Every Week

Contact: +91-XXXXXXXXXX

Eligibility:

Freshers

Qualifications: Graduation

Must be based in Mumbai

Salary & Benefits:

₹18,000/- per month

Additional Perks:

Night Shift Allowance

Key Responsibilities:

* Respond promptly and professionally to inbound customer calls and emails regarding flight rebooking eligibility.

* Verify customer identity and booking details, including date of birth and flight ticket PNR (Passenger Name Record), following data-verification protocols.

* Clearly explain the Trip rebooking process to customers, including what to expect next and realistic timelines.

* Inform customers that alternative trip options will be sent via email, and clearly explain that they must reply to that email to select their preferred option.

* Communicate the 24-hour response window.

* Monitor outstanding offer cases approaching their 24-hour deadline and send polite reminder communications where appropriate.

* Accurately log every interaction, customer detail, and case outcome in customer support and case management systems.

* Escalate complex, sensitive, or ambiguous cases to the Operations team or relevant internal stakeholders.

* Maintain a consistently polite, patient, and empathetic tone, particularly with customers who may be stressed about travel disruption.





* Identify recurring customer questions or friction points and feed insights back to the Operations and Product teams to improve the customer journey.

* Adhere strictly to data privacy and confidentiality standards when handling personal and travel information.

Required:

* Fluent English, both written and spoken, with clear pronunciation and a neutral, easily understood accent, this role involves frequent live phone conversations with international customers.

* Previous experience in a customer service, call center, or support role (travel, airline, or insurance industry experience is a strong plus).

* Excellent verbal communication skills: warm, patient, and confident on the phone.

* Strong written communication skills for professional, friendly, and clear email correspondence.

* High attention to detail when collecting and verifying sensitive personal and booking information.

* Comfortable working with case management, CRM, or helpdesk software (e.g., Zendesk, NeetoDesk, or similar) — training will be provided.

* Ability to stay composed and empathetic when speaking with customers who are anxious, frustrated, or facing travel disruption.

* Reliable, punctual, and comfortable working shift patterns that may include evenings, weekends, or holidays.

Nice to Have

* Additional languages beyond English (Spanish, Italian, French, German, or Portuguese)

* Experience working with airlines, OTAs, travel agencies, or travel insurance/assistance providers.

* Familiarity with PNR structures and airline booking systems.

* Experience working in a startup or fast-paced, evolving operational environment.

How to Apply:

Please read the Job Description carefully before applying.

Please submit your CV/resume along with a short note (written in English) describing your relevant customer service experience. Shortlisted candidates will be invited to a phone/video interview that includes a brief live English-language assessment

Pay: ₹17,000.00 - ₹18,000.00 per month

Advantages:

- Provident Fund

Work Location: In person

📌 Customer Service Executive (India)
🏢 Blue Ribbon Bags India
📍 India