Customer Support Executive - Voice - OTA
Sector 20, Gurgaon
Freshers-18K IH
Experienced - 28K IH
Rotational Shifts

ROLE SUMMARY
We are looking for a customer-obsessed Voice Support Executive to be the voice of our OTA and the first point of contact for travellers booking flights, hotels, and holidays. In this role, you will turn enquiries into confident bookings and resolve issues with speed, empathy, and accuracy. The ideal candidate is an articulate communicator with an “AI-First” approach — comfortable using modern CRM, telephony, and AI-assisted tools to deliver fast, high-quality resolutions while consistently hitting service and quality targets.

KEY RESPONSIBILITIES

- Customer Interaction: Handle inbound (and select outbound) calls for booking assistance, modifications, cancellations, and general travel queries across flights, hotels, and holiday packages.
- First-Call Resolution: Resolve customer issues at first contact wherever possible, escalating complex cases through the correct workflow as per SOP.
- Quality & Compliance: Follow scripts, processes, fare rules, and policy/compliance guidelines (including cancellation policies and applicable taxes), maintaining accurate records in the CRM.
- Product Expertise: Stay current on destinations, offers, and process updates, and clear periodic product/ process assessments.
- Performance Delivery: Consistently meet defined targets for CSAT, First Call Resolution, Average Handling Time, quality, and adherence.




- Voice of Customer: Capture recurring pain points and share VOC feedback to support continuous process improvement.

REQUIREMENTS:

- Education: Graduate in any discipline.
- Experience: 0–1 year in a voice/contact centre role; travel, OTA, or BPO experience preferred.
- Communication: Excellent verbal communication in English and Hindi.
- Customer Skills: Active listening, empathy, and a genuinely customer-first approach with solid problem solving ability.
- Systems: Comfort multitasking across booking and CRM tools while on call; exposure to Amadeus GDS and CRM tools is a plus.
- Work Setup: Attention to detail, composure under pressure, and flexibility to work rotational shifts in a 24x7 environment

Pay: ₹18,000.00 - ₹28,000.00 per month

Ability to commute/relocate:

- Gurugram, Haryana: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

- Are you comfortable handling inbound and outbound customer calls?
- Do you have 0–1 year of experience in customer support, voice process or contact centre operations?
- Are you comfortable working in 24×7 rotational shifts?
- Are you comfortable with the offered in-hand salary of ₹18,000 for freshers and ₹28,000 for experienced candidates?

Education:

- Bachelor's (Required)

Language:

- English (Fluency) (Required)
- Hindi (Fluency) (Required)

Work Location: In person

📌 CSE (Customer Support Executive) Voice OTA (Gurugram)
🏢 VisionaryHire
📍 Gurugram