Customer Service Officer

About Trawel.in:

Trawel.in is a fast-growing online travel platform that simplifies the way people plan and book their journeys. We provide end-to-end travel solutions including flights, hotels, holiday packages, and travel insurance. Our mission is to deliver hassle-free travel experiences with excellent customer service and transparent pricing.

Role Overview:

We are looking for a dedicated Customer Service Executive to join our team at Trawel.in. The ideal candidate will serve as the first point of contact for our customers, ensuring their travel bookings, queries, and issues are handled with professionalism, empathy, and efficiency.

Key Responsibilities:

• Handle inbound and outbound customer queries through phone, email, and chat in a timely and professional manner.
• Assist customers with flight, hotel, and holiday bookings, cancellations, modifications, refunds, and other travel-related services.
• Provide accurate information regarding travel policies, fare rules, visa requirements, and other related details.
• Coordinate with internal departments and travel partners to resolve customer issues quickly and effectively.
• Maintain detailed and accurate customer interaction records in the CRM system.
• Follow up on pending cases and ensure timely resolution.
• Proactively communicate updates and ensure a positive customer experience throughout the travel journey.
• Achieve performance metrics such as response time, resolution rate, and customer satisfaction (CSAT).

Required Skills and Qualifications:

• Bachelor’s degree in any discipline (Hospitality, Travel, or Business background preferred).
• 1–3 years of experience in customer service; prior experience in travel or airline industry preferred.
• Excellent verbal and written communication skills in English (knowledge of Hindi or regional languages is a plus).
• Strong customer orientation with patience, empathy, and problem-solving ability.
• Proficiency in using computers, CRM tools, and travel booking platforms.
• Ability to work in shifts, including weekends or public holidays, if required.
• High attention to detail and ability to multitask in a fast-paced environment.

Preferred Experience:

• Hands-on experience with Global Distribution Systems (GDS) such as Amadeus, Galileo, or Sabre.
• Familiarity with airline and hotel booking processes, refund rules, and travel documentation.
• Knowledge of domestic and international travel procedures and regulations.

What We Offer:

• Competitive salary and performance incentives.
• Growth opportunities within the travel operations and customer service departments.
• Training on the latest travel systems and customer experience tools.
• A collaborative, energetic, and travel-loving team culture.

Job Type: Full-time

Pay: ₹18,000.00 - ₹25,000.00 per month

Work Location: In person