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 qualified 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 workplace.
- 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 workplace.

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

📌 Travel Customer Support Executive – International Travel Process Chat / Voice (India)
🏢 Aatmanirbhar Facility Management Private
📍 India