Customer Support Representative

The Wizfair; Gurugram District; On-site; INR 350,000 - 550,000; Full time

Job summary

The Wizfair in Gurugram is seeking a customer-friendly professional to handle US voice process for flight reservations and related queries. You will assist with bookings, cancellations, refunds, and ticket changes, while delivering high-quality service to international customers.

Ideal candidates have 2–4 years in US travel support, strong English communication, and the ability to manage calls professionally under performance targets. Join us to contribute to a dynamic travel helpdesk.

Qualifications

• 2 to 4 years of experience in US voice process, travel or airline support.
• Excellent spoken English with clear pronunciation for US customers.
• Experience in managing customer queries and complaints over phone calls.
• Knowledge of flight bookings, cancellations, refunds, reissues, and airline policies.
• Familiarity with GDS platforms is a plus (Amadeus, Sabre, Galileo).

Responsibilities

• Handle inbound and outbound calls from US-based customers regarding flight reservations and travel-related queries.
• Assist customers with flight bookings, cancellations, rescheduling, ticket reissues, and refund requests, airline fare rules, baggage policies, cancellation charges, and ticket conditions accurately.
• Resolve customer complaints and provide appropriate solutions while maintaining high customer satisfaction.
• Meet assigned targets for customer satisfaction, call quality, productivity, and resolution rates.

Skills

US voice process

English communication

Customer handling over phone

Target-oriented

Tools

Amadeus

Sabre

Galileo

Job description

Key Responsibilities

• Handle inbound and outbound calls from US-based customers regarding flight reservations and travel-related queries.
• Assist customers with flight bookings, cancellations, rescheduling, ticket reissues, and refund requests, airline fare rules, baggage policies, cancellation charges, and ticket conditions accurately.
• Resolve customer complaints and provide appropriate solutions while maintaining high customer satisfaction.
• Meet assigned targets for customer satisfaction, call quality, productivity, and resolution rates.

Required Skills and Qualifications

• 2 to 4 years of experience in a US voice process, preferably in travel, airline, OTA, or international customer service.
• Excellent spoken English with clear pronunciation, fluency, and confidence in handling US customers.
• Experience managing customer queries and complaints over phone calls.
• Working knowledge of flight bookings, cancellations, refunds, reissues, and rescheduling, airline policies, fare rules, baggage allowances, and ticketing procedures.
• Knowledge of GDS platforms such as Amadeus, Sabre, or Galileo will be an advantage.
• Strong customer service, active listening, negotiation, and problem-solving skills.
• Ability to handle challenging conversations professionally and work under performance targets.

Preferred Candidate Profile

• US travel process or US airline customer support.
• International flight reservations and ticketing.
• Online travel agencies (OTAs) and travel management companies.
• US-based customer service and international voice processes.
• Flight cancellation, refund, rebooking, and ticket modification support.