Customer Support Executive

OnArrival; Pune District; Hybrid; INR 350,000 - 550,000; Full time

Job summary

OnArrival seeks a hands-on Customer Experience Associate for Travel Operations in Pune. You will manage frontline travel support, including refunds, cancellations, and rebookings, responding via chat and email with high accuracy and empathy.

The role requires deep end-to-end travel knowledge, ability to handle escalations, and collaboration with partners. Shift-based 24/7 coverage and hybrid work from Pune are expected.

Qualifications

• 13 years of experience in travel customer support.
• 1–3 years in travel customer support (mandatory).
• Comfort with shift-based 24/7 rotation and hybrid work from Pune.

Responsibilities

• Handle day-to-day travel support via chat and email; occasional outbound calls.
• Resolve end-to-end queries related to flights and hotels; refunds, cancellations, rebookings.
• Escalate blockers and complex cases to Team Lead; ensure clear, policy-aligned responses.

Skills

Travel support

GDS tools

CRM proficiency

Written communication

Tools

Freshdesk

Zendesk

CRMs

Job description

OnArrival powers the travel stack inside leading banks, fintech’s, and consumer apps across India, the Middle East, and Southeast Asia. Millions of users book flights, hotels, and soon buses, trains & activities through our embedded travel micro-app.

Even though our integrations are enterprise-facing, the customer journeys are pure consumer travel — refunds, cancellations, itinerary changes, IRROPS, hotel no-shows, and all the unpredictability of the travel industry. Your role is to deliver fast, accurate, empathetic support to ensure these journeys run smoothly.

Role: Customer Experience Associate – Travel Operations IC Role)

We are looking for a hands-on, detail-oriented individual contributor with 13 years of experience in travel customer support. You will personally handle real travel escalations, respond on chat and email, and coordinate with partners and internal teams to resolve issues quickly. This is not a managerial role — this is frontline, high-ownership support, ideal for someone who knows travel operations end-to-end and wants to grow into a senior CX role over time.

What You Will Own

Handle Day-to-Day Travel Support 1 Customer Support Executive

• Respond to users via chat and email; occasional outbound calls when clarity's needed.
• Resolve end-to-end support queries for flights + hotels.
• Ensure accuracy in refunds, cancellations, rebooking, and supplier related issues.

Manage Travel Escalations IC Level)

• Take ownership of escalations assigned by the team lead or partners.
• Solve cases involving fare rules, refund disputes, hotel failures, booking errors, payment issues, or confirmation delays.
• Communicate clearly and professionally with customers and enterprise partners.

Ensure High CX Quality

• Follow SOPs accurately and consistently.
• Understand DGCA rules, fare structures, and common LCC/airline behaviours. Maintain high quality in written communication (grammar, clarity, tone, policy aligned responses).

Maintain Operational Discipline

• Work in shift-based rotations as part of our 24/7 support model.
• Manage queue hygiene, update tickets properly, and follow hand over protocols.
• Escalate blockers, unusual patterns, or systemic issues to the Team Lead.

Knowledge & Process Contribution

• Keep documentation updated when processes change.
• Provide feedback on common issues to help improve SOPs.
• Share learnings from difficult cases with the broader team.

What Great Looks Like

• Fast, accurate, and empathetic responses.
• Escalations handled cleanly without repeated back-and-forth.
• High CSAT and strong partner trust in your delivery.
• Tickets are properly documented, traceable, and audit-ready.
• You consistently follow travel rules, fare logic, and SOPs.

Who You Are?

Must-Have Travel Experience

You have spent 13 years in travel customer support in roles such as:

• OTA support.
• PNRs.
• Rebooking.

You Bring

• Strong written communication (most work is chat/email).
• Calm, structured thinking under pressure.
• High attention to detail (critical for travel accuracy).
• Comfort with shift-based schedules 24/7 rotation).
• Professional, empathetic customer handling.
• 1 - 3 years in travel customer support (mandatory).
• Ability to interpret fare rules, refund policies, and airline/hotel guidelines.
• Hands-on experience with travel CRMs or GDS tools is a plus.
• Comfortable working hybrid from Pune.
• Comfortable with outbound calls when required.

Nice to Have

• Experience using AI tools for summarisation or ticket drafting.
• Exposure to Freshdesk, Zendesk, or similar CRMs