Customer Service Representative

Company Description

Volantix Global Pvt. Ltd. is a growing travel company that provides world-class flight booking, holiday packages, and customer support services to international travelers. We aim to redefine travel experiences by offering reliable solutions with excellent service.

Role Description

Customer Service Representative (USA Process)

The role involves handling inbound and outbound customer calls and emails for our U.S. clients related to flight bookings and post-booking support. The representative will assist customers with booking confirmations, payment updates, flight changes, cancellations, refunds, and general service inquiries.

The ideal candidate should be customer-focused, fluent in English, and comfortable working in a fast-paced environment that operates in U.S. time zones.

Key Responsibilities

• Handle inbound and outbound calls, emails, and chats from U.S. customers.
• Assist customers with booking-related queries, flight itinerary changes, cancellations, and refunds.
• Resolve customer concerns professionally and promptly.
• Maintain accurate records of interactions and follow up on pending cases.
• Coordinate with internal teams (Operations, Finance, Refunds) for issue resolution.
• Provide high-quality service that meets company standards and enhances customer satisfaction.
• Adhere to process SLAs, compliance, and communication etiquette.

Qualifications

• Excellent English communication and interpersonal skills (spoken and written).
• Strong customer service mindset and problem-solving ability.
• Prior experience in an international voice process (U.S./U.K.) preferred.
• Ability to multitask, stay calm under pressure, and handle escalations professionally.
• Basic computer literacy and familiarity with CRM or call-handling tools.
• Willingness to work in

  night shifts (U.S. time zone)

  .
• Minimum qualification: Graduate in any discipline.
• Prior experience in travel or airline customer service will be an added advantage, but not mandatory.