Customer Care Executive

Teamlease Digital Private Ltd.; Kolkata District; On-site; INR 279,000 - 502,000; Full time

Job summary

Teamlease Digital Private Ltd. in Kolkata is seeking an Airline / Travel Customer Support Specialist to handle voice-based customer queries and bookings. The role requires excellent English communication and prior travel/airline voice support experience.

Expect 24x7 shifts, a 6-day work week, and responsibilities including flight bookings, changes, cancellations, baggage inquiries, and using GDS/airline tools to update logs and itineraries.

Qualifications

• Excellent verbal and written English communication skills.
• Strong background in customer voice support, travel/airline experience preferred.
• Familiar with ticketing systems, GDS platforms, or airline tools.

Responsibilities

• Handle inbound and outbound calls to assist flight bookings, reissues, cancellations, and baggage inquiries.
• Resolve real-time customer issues during disruptions with calm, efficient solutions.
• Use GDS, airline reservation software, and ticketing tools to lookup itineraries and update bookings.
• Maintain clear written documentation, case logs, and follow-up emails.
• Adhere to airline policies, security standards, compliance, and SLAs.
• De-escalate dissatisfied passengers and offer appropriate options with empathy.

Skills

Voice support

Customer service

English proficiency

Ticketing/GDS systems

Tools

GDS platforms

Airline tools

Ticketing systems

Job description

Dear Candidate,

We came across your profile on Naukri and believe your experience aligns well with an exciting opportunity we have for an Airline / Travel Customer Support Specialist.

If you are passionate about delivering excellence in customer experience and have prior experience in voice support (preferably within the travel or airline domain), we would love to connect with you!

Position Overview

• Role: Customer Support Specialist (Voice Process - Inbound/Outbound)
• Industry: Travel & Hospitality / Airline Process
• Salary: 25,000 45,000 per month (depending on experience and current CTC)
• Shift Schedule: 24*7
• Work Week: 6 Days (1 Fixed / Rotational Off)

Requirements

• Communication: Excellent verbal and written English communication skills.
• Experience: Strong background in customer voice support (prior travel/airline experience is preferred).
• Technical Skills: Familiarity with ticketing systems, GDS platforms, or airline-related tools.

Roles & Responsibilities

• Customer Assistance & Query Resolution: Handle inbound and outbound calls to assist customers with flight bookings, ticket reissuances, cancellations, schedule changes, and baggage inquiries in a prompt and professional manner.
• Real-Time Problem Solving: Navigate scenario-based customer situations such as flight disruptions, delayed connections, or urgent travel modifications providing efficient, calm, and accurate solutions.
• Systems & Tool Management: Efficiently utilize global distribution systems (GDS), airline reservation software, and ticketing tools to look up itineraries, process transactions, and update booking logs.
• Multi-Channel Communication: Maintain clear, concise, and professional verbal communication over calls while ensuring accurate written documentation, case logs, and follow-up emails.
• Process Compliance & Quality: Adhere strictly to airline policies, security standards, compliance guidelines, and service level agreements (SLAs) during all customer interactions.
• De-escalation & Retention: Calmly de-escalate dissatisfied or anxious passengers by offering appropriate options and maintaining empathy under high-pressure scenarios.