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 afte