Customer Service Officer

Role Summary

As a Customer Support Officer at IGT Solutions, you will be the primary point of contact for global customers, primarily within the travel, transportation, and hospitality sectors. Your goal is to provide seamless, high-quality assistance across multiple channels (voice, email, and chat), ensuring that every traveler’s experience is smooth and stress-free.

Key Responsibilities

• Omnichannel Support: Handle inbound and outbound queries via phone, email, and live chat with professionalism and empathy.
• Problem Resolution: Troubleshoot and resolve customer issues regarding flight bookings, hotel reservations, cancellations, and refunds.
• Product Knowledge: Maintain an up-to-date understanding of client-specific policies, travel regulations, and loyalty programs.
• Documentation: Accurately log all customer interactions in the CRM (Customer Relationship Management) system.
• Performance Metrics: Meet or exceed key performance indicators (KPIs) such as Average Handle Time (AHT), Customer Satisfaction Score (CSAT), and Quality Assurance (QA) targets.
• Escalation Handling: Identify and escalate complex issues to the appropriate department or supervisor when necessary.

Requirements & Qualifications

• Education: High School Diploma or equivalent; a Bachelor’s degree in Hospitality, Travel, or Tourism is a plus.
• Communication: Exceptional verbal and written communication skills in English (additional languages are often a significant advantage).
• Technical Proficiency: Comfortable navigating multiple software systems simultaneously and proficient in MS Office.
• Soft Skills: Strong emotional intelligence, active listening, and the ability to remain calm under pressure in a fast-paced environment.
• Flexibility: Willingness to work in a 24/7 shift environment, including weekends and public holidays, to support global time zones.

Preferred Skills (The "Extra Mile")

• GDS Knowledge: Prior experience with Global Distribution Systems like Amadeus, Sabre, or Galileo.
• Industry Experience: Previous experience in a BPO, International Call Center, or the Travel/Airlines industry.
• Multitasking: Ability to manage high-volume interactions without compromising on quality or detail.

Why Join IGT Solutions?"IGT Solutions is more than just a workplace; it’s a global hub for innovation in the travel industry. You will have the opportunity to work with world-class brands, access continuous learning programs, and grow your career in a diverse, multicultural environment.

Job Type: Full-time

Pay: ₹15,000.00 - ₹25,000.00 per month

Benefits:

• Commuter assistance
• Flexible schedule
• Health insurance
• Internet reimbursement
• Leave encashment
• Life insurance
• Paid time off
• Provident Fund

Work Location: In person