Travel Customer Support Executive – International Travel Process Chat / Voice

Job Description

Travel Customer Support Executive – Voice / Chat Process

Designation

Senior Agent

Job Summary

We are looking for a customer-focused and professional Travel Customer Support Executive to handle customer queries and provide travel-related assistance through voice calls.

The role involves assisting customers with flight and hotel bookings, booking modifications, cancellations, refunds, payments, baggage queries, travel schedules, and other travel-related concerns.

The ideal candidate should have excellent spoken English, strong communication and listening skills, good problem-solving abilities, and the ability to handle international customers professionally while maintaining high service quality.

Key Responsibilities

Handle inbound and/or outbound customer calls related to travel services.

Assist customers with travel-related queries, including

Flight and hotel bookings.

Booking modifications and cancellations.

Refund and payment-related queries.

Flight schedules, travel dates, and itinerary information.

Baggage-related concerns.

General travel and reservation-related assistance.

Understand customer requirements by actively listening and asking relevant questions.

Provide accurate, clear, and timely resolutions to customer queries.

Communicate with customers in a polite, professional, friendly, and confident manner.

Follow company processes, call-flow guidelines, scripts, and standard operating procedures.

Handle difficult, irate, or dissatisfied customers calmly and professionally.

Demonstrate empathy and take ownership of customer concerns until appropriate resolution or escalation.

Perform basic troubleshooting and follow defined workflows to resolve customer issues.

Use multiple systems, travel tools, booking platforms, and applications simultaneously while handling calls.

Accurately update customer information, booking details, and interaction records in the relevant systems.

Protect customer, booking, and payment information and strictly follow data privacy and security guidelines.

Escalate complex or unresolved issues to the appropriate team as per the defined escalation matrix.

Follow up with customers when required and ensure proper closure of cases.

Maintain professional call handling standards, including appropriate opening, probing, hold, transfer, resolution, and closing procedures.

Meet defined targets related to productivity, Average Handling Time (AHT), quality, customer satisfaction, attendance, and adherence.

Maintain a high level of professionalism and customer service throughout every interaction.

Experience Required

Minimum 6 months of experience in a BPO/call center handling an international voice process.

Experience handling US customers will be preferred.

Prior experience in the travel, airline, hotel, hospitality, or travel support domain will be an added advantage.

Candidates with experience in international customer service, travel support, or reservation processes are preferred.

Experience handling customer complaints, escalations, and complex queries over the phone is desirable.

Language & Communication Skills

Fluent in spoken English with strong grammar, vocabulary, pronunciation, and comprehension skills.

Excellent verbal communication and active listening skills.

Clear, confident, and professional telephone communication.

Ability to understand different accents and communicate effectively with international customers.

Ability to explain information clearly and professionally over the phone.

Strong questioning and probing skills to understand customer requirements.

Ability to maintain a professional tone and demonstrate empathy during difficult conversations.

Customer Service & Professionalism

Customer-focused, friendly, polite, patient, and professional.

Positive attitude with a strong willingness to assist customers.

Ability to understand customer concerns and provide quick, accurate, and effective solutions.

Strong ownership and accountability for customer interactions.

Ability to handle irate, demanding, or emotionally upset customers professionally.

Strong problem-solving and decision-making skills.

Ability to multitask and navigate multiple systems while speaking with customers.

Good computer skills and typing ability.

Strong attention to detail and accuracy.

Ability to work effectively under pressure in a fast-paced environment.

Flexible and comfortable working in rotational shifts, including night shifts, weekends, and holidays, based on business requirements.

US Customer & Travel Process Knowledge

Good understanding of US customer service expectations and professional communication standards.

Ability to communicate effectively with US customers and understand cultural and communication nuances.

Understanding of the travel industry is preferred.

Knowledge of flight bookings, cancellations, amendments, refunds, baggage, and itineraries is an advantage.

Basic understanding of airline and hotel reservation processes is preferred.

Experience with travel portals, booking systems, GDS, CRM platforms, or airline systems will be an added advantage.

Ability to understand and explain travel policies, booking conditions, and applicable procedures to customers.

Voice Process Skills

The candidate should be comfortable with

Handling continuous inbound customer calls.

Managing multiple customer queries during a shift.

Following a structured call flow.

Probing effectively to identify the customer's exact requirement.

Placing customers on hold appropriately and providing regular updates.

Transferring or escalating calls when required.

De-escalating difficult customer situations.

Maintaining call quality and professionalism throughout the interaction.

Achieving defined AHT, Quality, CSAT, Productivity, and Adherence targets.

Maintaining accurate documentation after every customer interaction.

Key Performance Indicators (KPIs)

Performance will be measured based on

Customer Satisfaction (CSAT)

Call Quality

Average Handling Time (AHT)

First Call Resolu