Location: Lower Parel, Mumbai
Employment Type: Full-time
Schedule: Shift-based (Morning, Day & Night) — coverage required across customer time zones, including weekends/holidays
Qualifications: Graduation
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 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
