Customer Support - International Travel Process

PineQ Lab Technology; Gurugram District; On-site; INR 279,000 - 341,000; Full time

Benefits offered by this job

Incentives

Medical insurance

EAP

Transport facilities

Career growth

Job summary

PineQ Lab Technology in Gurugram, Haryana invites applications for a Customer Support Executive in Core Backend Operations. The role supports international customers with travel queries including flights, hotels, packages, itinerary changes, refunds, and more.

Communications may be voice, email, or chat, with 24/7 rotational shifts. Graduates or undergraduates with 6 months to 2 years in international BPO or travel domains are welcome.

Qualifications

• Graduates and undergraduates are eligible.
• 6 months to 2 years of experience in international BPO, customer service, travel, hospitality or airlines.
• Strong English communication skills are essential.
• Comfort with fast-paced, rotational shifts and basic computer skills (MS Office).
• Familiarity with GDS platforms (Amadeus, Sabre, Galileo) is a plus.

Responsibilities

• Handle international customer queries related to travel and hospitality services.
• Assist with flight reservations, hotel bookings, holiday packages, travel insurance, and transfers.
• Manage bookings modifications, cancellations, refunds, and related payments.
• Maintain accurate customer records in CRM systems and resolve issues promptly.
• Meet CSAT, quality, FCR, AHT, schedule adherence, and productivity targets.
• Follow policies, data security guidelines, and escalate complex issues when needed.

Skills

Verbal English

Written English

MS Office

Typing speed

Problem solving

Education

Graduate / Undergraduate

Tools

Amadeus

Sabre

Galileo

Job description

Job Description

Designation: Customer Support Executive Core Backend Operations

Location: Gurugram, Haryana

Work Mode: Full-time & WFO

Experience: 6 months to 2 years

Education: Graduate / Undergraduate

Working Days: 5 days a week

Shift: 24 7 rotational shifts

Joining Requirement: Immediate joiners

Role Overview

The role involves supporting international customers with travel-related queries and services, including flight and hotel bookings, holiday packages, itinerary modifications, cancellations, refunds, and other travel-related requirements. Customer interactions may be handled through voice, email, or chat, depending on business requirements.

Key Responsibilities

• Handle international customer queries related to travel and hospitality services.
• Assist with flight reservations, hotel bookings, holiday packages, travel insurance, and transfers.
• Manage booking modifications, cancellations, refunds, payment queries, baggage assistance, seat selection, and travel documentation.
• Maintain accurate customer records using CRM systems. Ensure timely and professional resolution of customer concerns.
• Meet performance metrics, including CSAT, quality, FCR, AHT, schedule adherence, and productivity.
• Follow company policies, quality standards, and data security guidelines.
• Escalate complex issues when required while maintaining a customer-focused approach.

Eligibility

Graduates and undergraduates are eligible.

Candidates with 6 months to 2 years of experience in international BPO, customer service, travel, hospitality, and airlines.

Strong Verbal And Written English Communication Skills Are Essential.

Candidates must be comfortable working in a fast-paced environment and rotational shifts.

Basic computer knowledge, MS Office proficiency, good typing speed, and problem-solving skills are required.

Knowledge of GDS platforms such as Amadeus, Sabre, or Galileo will be an added advantage.

Compensation & Benefits

• Up to 3.1 LPA + incentives, medical insurance, and employee wellness benefits.
• Employee Assistance Programme (EAP).
• Transport facilities as per company policy.
• Learning and career growth opportunities.

Selection Process

• HR Screening; Telephonic
• Operations Interview Google Meet Client Round, if applicable

Please note: This role is strictly open to applicants from Delhi NCR.