Customer Support Representative

Company Description TripFactory is a fast-growing online travel company focused on inbound and outbound holiday travel, founded by the creators of Via.com. Building on deep expertise in travel, technology, and pricing, TripFactory delivers curated holiday experiences supported by destination experts and strong airline partnerships across major carriers in India and globally. The company uses proprietary technology to match traveler needs with competitive holiday options, emphasizing convenience and value. With a team of 200+ passionate travel professionals, TripFactory aims to build one of the largest holiday-focused teams worldwide. Its leadership brings extensive experience scaling travel businesses across multiple countries, offering team members exposure to an innovative and expanding global travel organization.
Role Description This is a full-time, on-site Customer Support Representative role based in Bengaluru. The Customer Support Representative will handle inbound customer inquiries across phone, email, and chat, providing timely and accurate information about holiday packages, bookings, changes, and cancellations. The role includes resolving customer issues, troubleshooting booking or payment problems, and coordinating with internal teams to ensure smooth travel experiences. The representative will document interactions, follow up on open cases, and strive to maintain high levels of customer satisfaction and service quality. The role also involves sharing customer feedback with relevant teams to improve processes, products, and overall traveler experience.
Qualifications
Candidates should possess strong Customer Support and Customer Service skills, with a focus on professionalism and empathy.
Candidates should possess skills in Customer Satisfaction, including managing expectations and building long-term customer relationships.
Candidates should possess excellent Communication skills, both verbal and written, to interact clearly with customers and internal teams.
Candidates should possess Troubleshooting skills to identify issues, analyze root causes, and provide effective resolutions.
Experience in travel, hospitality, or related customer-facing roles is beneficial.
Ability to work in a fast-paced environment, handle multiple queries, and prioritize tasks effectively.
Comfort with using CRM tools, ticketing systems, and basic office software.
Minimum of a high school diploma; a bachelor’s degree in any discipline is an advantage.

Work arrangement
No