Job Description:
Hiring: Customer Support Specialist (Rebooking Operations Team) – Back Office
Location: Lower Parel East, Mumbai (Near Lower Parel & Curry Road Station)
Position: Customer Support Specialist-Rebooking Operations Team (Back Office Role)
Job Types: Full-time, Fresher
Shifts: Rotational (Morning, Day, Night) including weekends/holidays – Shift changes every 14 days
Morning: 7:30 AM – 3:30 PM
Day: 3:30 PM – 11:30 PM
Night: 11:30 PM – 7:30 AM
Weekly Off: 1 Day Off Every Week
Contact: +91-9819311098
Eligibility:
Freshers
Qualifications: Graduation
Must be based in Mumbai
Salary & Benefits:
₹18,000/- per month
Additional Perks:
Night Shift Allowance
Key Responsibilities:
* Respond promptly and professionally to inbound customer calls and emails regarding flight rebooking eligibility.
* Verify customer identity and booking details, including date of birth and flight ticket PNR (Passenger Name Record), following data-verification protocols.
* Clearly explain the Trip rebooking process to customers, including what to expect next and realistic timelines.
* Inform customers that alternative trip options will be sent via email, and clearly explain that they must reply to that email to select their preferred option.
* Communicate the 24-hour response window.
* Monitor outstanding offer cases approaching their 24-hour deadline and send polite reminder communications where appropriate.
* Accurately log every interaction, customer detail, and case outcome in customer support and case management systems.
* Escalate complex, sensitive, or ambiguous cases to the Operations team or relevant internal stakeholders.
* Maintain a consistently polite, patient, and empathetic tone, particularly with customers who may be stressed about travel disruption.
* Identify recurring customer questions or friction points and feed insights back to the Operations and Product teams to improve the customer journey.
* Adhere strictly to data privacy and confidentiality standards when handling personal and travel information.
Required:
* Fluent English, both written and spoken, with clear pronunciation and a neutral, easily understood accent, this role involves frequent live phone conversations with international customers.
* Previous experience in a customer service, call center, or support role (travel, airline, or insurance industry experience is a strong plus).
* Excellent verbal communication skills: warm, patient, and confident on the phone.
* Strong written communication skills for professional, friendly, and clear email correspondence.
* High attention to detail when collecting and verifying sensitive personal and booking information.
* Comfortable working with case management, CRM, or helpdesk software (e.g., Zendesk, NeetoDesk, or similar) — training will be provided.
* Ability to stay composed and empathetic when speaking with customers who are anxious, frustrated, or facing travel disruption.
* Reliable, punctual, and comfortable working shift patterns that may include evenings, weekends, or holidays.
Nice to Have
* Additional languages beyond English (Spanish, Italian, French, German, or Portuguese)
* Experience working with airlines, OTAs, travel agencies, or travel insurance/assistance providers.
* Familiarity with PNR structures and airline booking systems.
* Experience working in a startup or fast-paced, evolving operational environment.
How to Apply:
Please read the Job Description carefully before applying.
Please submit your CV/resume along with a short note (written in English) describing your relevant customer service experience. Shortlisted candidates will be invited to a phone/video interview that includes a brief live English-language assessment
Pay: ₹17,000.00 - ₹18,000.00 per month
Benefits:
Work Location: In person
