Customer Support Executive

NLB Services; Sector 10; On-site; INR 315,000 - 385,000; Full time

Benefits offered by this job

Cab facility

Job summary

NLB Services is seeking a Customer Support Associate for its Travel/Airline support desk in Sector 142, Noida. The role involves voice-based assistance to international customers, handling flight bookings, rescheduling, cancellations, and refunds with strict adherence to airline policies.

Strong communication in English and Hindi is required, with rotational shifts and a night-shift cab facility option. The position entails 5 days a week work, noida location, and immediate joining.

Qualifications

• Graduate with 6 months of travel/airline experience preferred.
• Min 1 year international contact centre experience in EU/North America/LATAM regions.
• SHL score 63 and above.
• Excellent written and verbal English/Hindi/Reginal language.

Responsibilities

• Provide voice support to travel customers with timely, accurate resolutions.
• Assist with flight bookings, rescheduling, cancellations, fare rules, and refunds.
• Collaborate with team leads, SMEs, and support staff to meet performance targets.
• Maintain data confidentiality and comply with policies.

Skills

International call centre

SHL score 63+

English/Hindi/Regional language

Education

Graduate

Job description

Job Title: Customer Support

• Educational Qualification: Graduate
• Work Schedule: 5 Days/week, Rotational Shifts & Week Offs
• Night Shift: Cab facility available one side ( in odd hours)
• Location: Sector 142, Noida

About the Role:

We are hiring passionate and customer-focused Experts for International desks within the Travel/Airline/OTA segment. This is an exciting opportunity to join a high-growth team providing world-class support to customers.

Key Responsibilities:

• Provide voice support to travel customers, ensuring timely and accurate resolution.
• Assist with flight bookings, rescheduling, cancellations, Fare Rule Categories, and refund-related queries etc.
• Collaborate with team leads, SMEs, and support staff to meet performance targets.
• Uphold confidentiality and compliance standards.
• Provide Voice-based support for travel customers with timely and accurate resolutions.
• Ensure adherence to process guidelines and quality standards.
• Collaborate with team leads, SMEs, and support staff to meet performance goals.
• Maintain data confidentiality and compliance in all interactions.
• Collaboration with airline partners, operations teams, and customer service departments across different time zones.
• Code Share Booking Management
• Handle internal transfers and escalations pertaining to code share bookings received from IB Experts and other support teams.
• Assist customers with code share booking-related queries and service requests.
• Ensure adherence to partner airline policies and procedures while providing resolutions.
• Reservation & Ancillary Services Support
• Resolve customer queries related to:
• Baggage allowance and baggage policies.
• Meal requests and meal availability.
• Seat selection and seat assignment.
• Name correction/name change requests.
• Flight rescheduling and cancellations.
• Refund eligibility and processing.
• Coordinate with partner airlines wherever required for customer resolution.
• Strong knowledge of airline reservation systems operations.
• Good Travel Domain knowledge - (Handle customer inquiries for new international flight bookings and post-booking services including schedule changes (voluntary/involuntary), cancellations, fare rules, travel documentation, penalties, interline agreements, refunds, baggage allowances, and IRROPS in accordance with organizational policies while maintaining professionalism and customer satisfaction.)

Skill Set & Fitment:

• Experience: Min 1 Year International Contact Centre Exp with Airline / OTA (Flight Support) in EU / North America / LATAM region
• SHL Score- 63 & above
• Excellent written & vocal communication skills (English/Hindi/Reginal language)

Hiring for customer support Associate (AIonOS)

Process- Travel (indigo airline)

Min 6 months of experience is required

Graduate with minimum 6 month on paper experience is required

5 days working 2 days rot off

salary is upto upto 3.5 LPA

One side cab facility in odd hours

rotational shift

Noida 142 location

Immediate joiners only