Customer Support - Travel Process

PineQ Lab Technology; Gurugram District; On-site; INR 186,000 - 310,000; Full time

Benefits offered by this job

Medical insurance

Employee wellness benefits

Transport facilities

EAP

Learning and career growth

Job summary

PineQ Lab Technology in Gurugram, Haryana, is seeking a Customer Support Executive for backend operations. The role is full-time with Work From Office, 5 days a week, rotating 24x7 shifts. Candidates require 6 months to 2 years of international travel/BPO experience and a graduate/undergraduate degree.

Strong English communication and basic computer skills are essential. Responsibilities include handling travel-related queries, making bookings, managing modifications and refunds, and maintaining

Qualifications

• Graduates or undergraduates eligible.
• Strong verbal and written English communication essential.
• Basic computer knowledge and good typing speed.

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 payments queries.
• Maintain accurate customer records using CRM systems.
• Meet performance metrics such as CSAT, FCR, AHT, and productivity.

Skills

English communication

Typing speed

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, 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