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-(phone hidden)

Eligibility:
Freshers

Qualifications: Graduation

Must be based in Mumbai

Salary & Perks:
₹18,000/- per month

Additional Perks:
Night Shift Allowance

Key Responsibilities:
- 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.
- 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 servi

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