Customer Support Executive

Company Description TripFactory.com is a fast-growing online platform focused on inbound and outbound holiday travel, founded by the creators of Via.com, one of Asia’s most successful travel companies. The company leverages deep industry expertise, destination specialists, and strong supplier relationships to offer highly competitive prices and personalized holiday solutions. Backed by advanced in-house technology, TripFactory.com aims to simplify and optimize every aspect of trip planning for travelers. With a team of 200+ passionate travel professionals and partnerships with leading airlines, the company is expanding rapidly and building one of the largest holiday-focused teams globally.
About the Role
We are looking for a Customer Support Executive to join our team. The ideal candidate will be customer-focused, articulate, and solution-oriented, with the ability to handle customer interactions professionally across multiple channels.
The role involves handling customer queries, resolving concerns, coordinating with internal teams, and ensuring a high level of customer satisfaction while meeting defined productivity, quality, and service standards.
Key Responsibilities
Handle inbound and outbound customer calls professionally and efficiently.
Respond to customer queries through calls, emails, and chat.
Understand customer requirements and provide appropriate and timely solutions.
Handle customer complaints and concerns with patience and professionalism.
Coordinate with internal teams to ensure timely resolution of customer issues.
Maintain accurate records of customer interactions, queries, and resolutions.
Conduct timely follow-ups with customers whenever required.
Ensure a consistently high level of customer satisfaction and service quality.
Meet assigned productivity, quality, and service targets.
Follow company policies, processes, and standard operating procedures (SOPs).
Requirements
1–3 years of experience in BPO, Customer Support, Call Centre, Customer Service, or a similar role.
Excellent verbal and written communication skills.
Strong customer-handling and problem-solving abilities.
Good interpersonal skills with a customer-first approach.
Basic proficiency in MS Office and computer applications.
Ability to work effectively in a fast-paced and target-driven environment.
Strong attention to detail and follow-up skills.
Experience in the travel or hospitality industry will be an added advantage.
Immediate joiners are preferred.

What We’re Looking For
We are looking for someone who is customer-focused, patient, proactive, responsible, and comfortable handling multiple customer interactions while maintaining professionalism and service quality.

Work arrangement
No