Customer Support - Travel Process

Role Details
Designation: Customer Support Executive (International Travel Process)
Location: Gurugram, Haryana
Employment Type: Full-Time
Work Model: Work from Office (WFO)
Industry: Travel & Hospitality
Experience: Minimum 6 months
Department: Operations Customer Support
Process: TUI International Travel Process
Working Days: 5 Days a Week with a rotational week off
Shift: Rotational
Budget: Up to 3 LPA
Role Summary
As a Customer Support Executive, you will be responsible for assisting international customers with travel-related queries through Voice, Email, and Chat, based on business requirements.
The role will involve handling holiday bookings, itinerary modifications, cancellations, refunds, travel documentation, and other travel-related services while ensuring a high level of customer satisfaction.
Key Responsibilities
Handle inbound customer interactions through Voice, Email, and Chat.
Assist customers with holiday packages, flight reservations, hotel bookings, travel insurance, transfers, and other travel services.
Handle booking modifications, cancellations, refunds, payment-related queries, baggage assistance, seat selection, and travel documentation.
Provide prompt, accurate, and professional customer support.
Maintain accurate customer records using CRM systems.
Meet key performance metrics such as CSAT, QA, FCR, AHT, schedule adherence, and productivity.
Ensure compliance with company policies, quality standards, and data-security guidelines.
Escalate complex customer concerns whenever required.
Demonstrate ownership, empathy, and professionalism throughout every customer interaction.
Eligibility & Experience
Education: Graduate / Undergraduate
Experience
Minimum 6 months of experience in International BPO, Customer Service, Travel, Hospitality, Airline, or OTA processes is preferred.
Freshers with excellent communication skills may also be considered based on business requirements.
Communication Skills
Excellent verbal and written communication skills in English.
Strong listening, comprehension, and interpersonal skills.
Required Skills
Customer Service Excellence
Excellent Communication Skills
Problem-Solving & Conflict Resolution
Attention to Detail
Basic Computer & MS Office Knowledge
Good Typing Speed
Ability to work in a fast-paced environment
Comfortable working in rotational shifts
Preferred Skills
Experience in Non-Voice processes
Travel & Hospitality industry experience
Knowledge of GDS platforms such as Amadeus, Sabre, or Galileo would be an advantage
Compensation & Benefits
CTC: Up to 3 LPA
Performance-based incentives
Career growth opportunities
Employee Assistance Programme (EAP)
Medical insurance and employee wellness benefits
Transport facility as per company policy (within 20 KM)
Selection Process
HR Screening Telephonic
Operations Interview Google Meet
Share your updated CVs at: khushi.agarwal@pineqlab.com

Work arrangement
No