Job Description Travel Customer Support Executive–Voice 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 cals.

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 professionaly while maintaining high service quality.

Key Responsibilities

Handle inbound and/or outbound customer cals related to travel services.

Assist customers with travel-related queries, including: o o o o o o Flight and hotel bookings.

Booking modifications and cancelations.

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 professionaly.

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 cals.

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.

Folow up with customerswhen 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 wil be preferred. Prior experience in the travel , airline, hotel, hospitality, or travel support domain wil 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 skils.

Exce lent verbal communication and active listening skils.

Clear, confident, and professional telephone communication.

Ability to understand different accents and communicate effectively with international customers.

Ability to explain information clearly and professionaly over the phone.

Robust questioning and probing skils 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 wilingness 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 professionaly.

Strong problem-solving and decision-making skils.

Ability to multitask and navigate multiple systems while speaking with customers.

Good computer skils 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 wil 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 cals. Managing multiple customer queries during a shift. Folowing a structured cal flow.

Probing effectively to identify the customer's exact requirement.

Placing customers on hold appropriately and providing regular updates.

Transferring or escalating cals 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 wil be measured based on: Customer Satisfaction (CSAT) Cal Quality Average Handling Time (AHT) First Cal Resolution (FCR) Productivity Attendance & Schedule Adherence Process Compliance Customer Complaint/Escalation Handling Accuracy of Information Provided Shift & Work Environment Wilingness 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 wil have: 6+ monthsof international voice/BPO experience.

Strong spoken English and neutral/global communication skils.

Experience handling US customers. Strong customer service and objection-handling skils. Good knowledge of travel or airline processes.

Ability to multitask across multiple systems. Strong problem-solving and decision-making abilities.

Professional attitude and exce lent telephone etiquette. Ability to work under pressure while maintaining customer service quality.

Interested Candidate share your cv +91-XXXXXXXXXX

Pay: ₹30,000.00 - ₹40,000.00 per month

Benefits:

- Provident Fund

Education:

- Higher Secondary(12th Pass) (Required)

Language:

- English (Required)

Location:

- Noida, Uttar Pradesh 201301 (Required)

Willingness to travel:

- 25% (Preferred)

Work Location: In person

📌 International Customer Service Advisor (Noida)
🏢 BigFore Consultancy Services
📍 Noida