Customer Support Representative

Key Responsibilities

• Handle inbound and outbound calls from US-based customers regarding flight reservations and travel-related queries.
• Assist customers with flight bookings, cancellations, rescheduling, ticket reissues, and refund requests, airline fare rules, baggage policies, cancellation charges, and ticket conditions accurately.
• Resolve customer complaints and provide appropriate solutions while maintaining high customer satisfaction.
• Meet assigned targets for customer satisfaction, call quality, productivity, and resolution rates.

Required Skills and Qualifications

• 2 to 4 years of experience in a US voice process, preferably in travel, airline, OTA, or international customer service.
• Excellent spoken English with clear pronunciation, fluency, and confidence in handling US customers.
• Experience managing customer queries and complaints over phone calls.
• Working knowledge of flight bookings, cancellations, refunds, reissues, and rescheduling, airline policies, fare rules, baggage allowances, and ticketing procedures.
• Knowledge of GDS platforms such as Amadeus, Sabre, or Galileo will be an advantage.
• Strong customer service, active listening, negotiation, and problem-solving skills.
• Ability to handle challenging conversations professionally and work under performance targets.

Preferred Candidate Profile

• US travel process or US airline customer support.
• International flight reservations and ticketing.
• Online travel agencies (OTAs) and travel management companies.
• US-based customer service and international voice processes.
• Flight cancellation, refund, rebooking, and ticket modification support.

Kindly share your updated resume with HR Ashish Negi - [email removed]