Email & Chat Process

About The Opportunity

Primary Title:

• Respond promptly and professionally to customer enquiries via email and live chathandle booking requests, itinerary changes, cancellations, refunds and pre-travel guidance.
• Use the CRM/ticketing system to create, update and close tickets accurately; maintain clear case notes and enforce SLA targets and quality standards.
• Resolve routine issues end-to-end and escalate complex cases to operations or team leads with clear context and recommended actions.
• Follow templates and tone guidelines while personalising messages to boost CSAT and first-contact resolution on written channels.
• Monitor chat queues and email SLAs, manage workload across multiple conversations, and prioritise high-impact requests during peak periods.
• Collaborate with reservations, ops and sales teams to coordinate bookings, confirm supplier details, and feed process improvement insights to reduce recurring tickets.
  

Skills & Qualifications

Must-Have

• 13 years of hands-on email & live chat customer support experience (BPO, travel, e-commerce, or hospitality preferred).
• Excellent written English with strong grammar, clarity and empathy; proven ability to communicate complex booking details in writing.
• Comfortable using CRM/ticketing platforms (Zendesk, Freshdesk, HubSpot or equivalent) and managing multiple chats concurrently.
• Demonstrable experience meeting SLAs and KPIs (response time, resolution time, CSAT); disciplined about documentation and follow-ups.
• Reliable remote-work setup (high-speed internet, quiet workspace) and ability to work flexible shifts to cover business hours across India.
  

Preferred

• Prior experience in travel reservations, ticketing or working with GDS (Amadeus, Sabre, Galileo) or OTA booking platforms.
• Familiarity with templates, macros and canned responses; basic Excel/Google Sheets skills for reporting and trend analysis.
• Multilingual skills (Hindi, regional languages or other global languages) to support diverse customer bases.
  

• Fully remote role with flexible shift options and supportive onboarding/training for travel domain knowledge.
• Performance-linked incentives, skill-upgrading opportunities, and clear career paths into senior support or operations roles.
• Friendly, collaborative team culture focused on customer experience, continuous improvement and recognition for high performers.