Executive - Customer Support

Nextstudycircle; Kochi; On-site; INR 279,000 - 390,600; Full time

Job summary

A travel services company based in Kochi is seeking a Customer Support Executive to enhance client relations in the air travel industry. The ideal candidate should have at least 2 years of experience in a travel agency or airline call centre and be proficient in GDS ticketing systems. Responsibilities include addressing customer queries, processing ticket bookings, and providing exceptional support. This role offers opportunities for growth and the chance to work in a dynamic environment.

Qualifications

• Minimum 2 years of experience in IATA accredited travel agency or in an airline call centre.
• Experience in resolving customer queries and guiding product users.
• Up-to-date knowledge on current domestic and international travel trends.

Responsibilities

• Communicate effectively with customers on product updates.
• Respond to customer queries via phone, email, or chat.
• Process refunds and cancellations of air tickets.

Skills

Customer communication

Analytical skills

Airline ticketing

GDS Ticketing

Multi-tasking

Education

Graduate

IATA Certification (Preferred)

Tools

Amadeus

Travelport

Sabre

Job description

We are looking for a Customer Support Executive with 2 to 4 yrs experience in Customer Support function. Experience of working in Air Travel Industry will be an advantage.

Job Description

• Effectively communicate with prospects and customers on Verteil’s product updates and other initiatives.
• Ensure responding to customer queries in a timely and accurate way, via phone, email or chat.
• Identifying customer needs and helping customers use specific features.
• Identifying the best routes, sharing information on availability and booking of air tickets.
• Issuing air tickets for B2B/ Subagents and B2C customers.
• Collect and validate relevant information from customers for onboarding.
• Provide excellent customer support during all onboarding and after-onboarding procedures.
• Ensure that customer specific details are accurately recorded in the systems.
• Maintaining a positive and professional attitude towards customers at all times.
• Update our internal databases with information about technical issues and useful discussions with customers.
• Ensure the processing of refund and cancellation of air tickets.
• Assist clients with travel planning via phone call or email.
• Provide assistance to travel agents in reservation, ticketing, reissuing, refunding and communicating with airlines support team.
• Enhance customer experience through continuous improvement of the approaches and strategies applied by the team.

Job Requirements

• Experience in resolving customer queries, recommending solutions and guiding product users through features and functionalities.
• Minimum 2 years of experience in IATA accredited travel agency or in an airline call centre
• GDS Ticketing experience using Amadeus, Travelport or Sabre.
• Should be well-versed in Global distribution system (GDS).
• Additional airline tools like SPRK or ADO is an added advantage.
• Should be well-versed in Fare rules, city codes and airline codes.
• Should have proven experience in airline ticketing with an airline/ travel agency/GSA.
• Should have up to date knowledge on current domestic and international travel trends, regulations, etc.
• Should be an excellent communicator who is able to earn clients’ trust.
• Excellent analytical skills.
• Experience in airline reservation/ travel agency.
• Multi-tasking abilities.
• Patience when handling tough cases.
• Should be a graduate, IATA Certification (Preferred).
• Flexible to work in shifts.

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