Role Details Designation: Customer Support Executive (International Travel Process)

Location: Gurugram, Haryana

Employment Type: Full-Time

Work Model: Work from Office (WFO)

Industry: Travel & Hospitality

Experience: Minimum 6 months

Department: Operations Customer Support

Process: TUI International Travel Process

Working Days: 5 Days a Week with a rotational week off

Shift: Rotational

Budget: Up to 3 LPA

Role Summary As a Customer Support Executive, you will be responsible for assisting international customers with travel-related queries through Voice, Email, and Chat , based on business requirements.

The role will involve handling holiday bookings, itinerary modifications, cancellations, refunds, travel documentation, and other travel-related services while ensuring a high level of customer satisfaction.

Key Responsibilities

- Handle inbound customer interactions through Voice, Email, and Chat.
- Assist customers with holiday packages, flight reservations, hotel bookings, travel insurance, transfers, and other travel services.
- Handle booking modifications, cancellations, refunds, payment-related queries, baggage assistance, seat selection, and travel documentation.
- Provide prompt, accurate, and professional customer support.
- Maintain accurate customer records using CRM systems.
- Meet key performance metrics such as CSAT, QA, FCR, AHT, schedule adherence, and productivity.
- Ensure compliance with company policies, quality standards, and data-security guidelines.




- Escalate complex customer concerns whenever required.
- Demonstrate ownership, empathy, and professionalism throughout every customer interaction.

Eligibility & Experience Education: Graduate / Undergraduate

Experience

- Minimum 6 months of experience in International BPO, Customer Service, Travel, Hospitality, Airline, or OTA processes is preferred.
- Freshers with excellent communication skills may also be considered based on business requirements.

Communication Skills

- Excellent verbal and written communication skills in English.
- Strong listening, comprehension, and interpersonal skills.

Required Skills

- Customer Service Excellence
- Excellent Communication Skills
- Problem-Solving & Conflict Resolution
- Attention to Detail
- Basic Computer & MS Office Knowledge
- Good Typing Speed
- Ability to work in a fast-paced workplace
- Comfortable working in rotational shifts

Preferred Skills

- Experience in Non-Voice processes
- Travel & Hospitality industry experience
- Knowledge of GDS platforms such as Amadeus, Sabre, or Galileo would be an advantage

Compensation & Benefits

- CTC: Up to 3 LPA
- Performance-based incentives
- Career growth opportunities
- Employee Assistance Programme (EAP)
- Medical insurance and employee wellness benefits
- Transport facility as per company policy (within 20 KM)

Selection Process

- HR Screening Telephonic
- Operations Interview Google Meet

Share your updated CVs at: [email protected]

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