Customer Support Associate

Hiring: Customer Support Associate

Company: Air iQ 365 Ltd.

Location: Siliguri

Department: Customer Support

Employment Type: Full-Time

Company Overview

AIR iQ is a growing organization in the aviation and travel sector, committed to operational excellence and employee satisfaction. Along with its hospitality division, Udaan Hotels and Resorts, the company focuses on delivering seamless travel and hospitality experiences across India.

We are looking for a Customer Support Associate who is passionate about delivering exceptional customer service and ensuring a smooth travel experience for our customers and travel partners.

Position Summary

The Customer Support Associate will be responsible for providing prompt and efficient support to travel agents and customers by resolving ticket-related queries, coordinating with airlines and internal teams, and ensuring a seamless customer experience. The role requires excellent communication skills, attention to detail, and the ability to work effectively in a fast-paced environment.

Key Responsibilities

Customer Support

• Handle inbound and outbound calls to assist travel agents with ticket-related queries and complaint resolution.
• Respond to customer and travel agent queries via email in a professional and timely manner.
• Provide accurate information regarding bookings, ticket modifications, cancellations, refunds, and airline policies.
• Ensure all customer interactions are handled with professionalism and a customer-first approach.

Coordination & Operations

• Coordinate with internal departments to resolve customer issues efficiently.
• Communicate with airline support teams for PNR updates, ticket modifications, schedule changes, and other operational activities.
• Navigate airline websites, portals, and email systems to process customer requests accurately.
• Maintain proper documentation and ensure seamless handover of pending tasks during shift changes.

Additional Responsibilities

• Maintain service quality standards while meeting response and resolution timelines.
• Follow company policies and standard operating procedures.
• Perform other duties and responsibilities as assigned by the reporting manager.

Eligibility Criteria

Essential Requirements

• Graduate in any discipline.
• Excellent communication skills in English and Hindi.
• Basic computer knowledge with proficiency in MS Office and email communication.
• Strong customer service, interpersonal, and problem-solving skills.
• Ability to multitask and work effectively in a fast-paced environment.

Preferred Requirements

• Immediate joiners preferred.
• Prior experience in Customer Support, Travel, Aviation, Hospitality, or BPO will be an added advantage.
• Candidates residing in Siliguri or nearby locations will be preferred.

Freshers Welcome

Fresh graduates with excellent communication skills, a positive attitude, and a willingness to learn are encouraged to apply.

Core Competencies

• Customer Support Excellence
• Effective Communication
• Problem Solving
• Attention to Detail
• Teamwork & Collaboration
• Time Management
• Ownership & Accountability
• Professionalism

Working Schedule

• Shift: Rotational Shifts
• Work Location: Siliguri

Why Join Air iQ

• Opportunity to build a rewarding career in the travel and aviation industry.
• Professional learning and growth opportunities.
• Dynamic and collaborative work environment.
• Exposure to airline operations and customer service excellence.
• Be part of a growing organization focused on innovation and customer satisfaction.