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 & Benefits: ₹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 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.
- 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.

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

Benefits :

- Provident Fund

Work Location: In person

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