Customer Service Executive – Evening & Rotational Shifts

Sastaticket; Karachi Division; On-site; PKR 558,000 - 893,000; Full time

Benefits offered by this job

Medical coverage

Annual travel allowance

Professional development

Job summary

sastaticket is hiring a Customer Service Executive for evening and rotational shifts in Pakistan. You will support customers via calls and other channels, handling travel information, bookings, modifications, cancellations, refunds, rebookings, and post-booking queries.

You will thrive in a fast-paced, performance-driven environment with emphasis on service quality, empathy, ownership, and adaptability. The role offers training and ongoing coaching, with opportunities for growth as you

Qualifications

• Bachelor’s degree completed or in progress.
• 0–7 years of experience in customer service, call center, travel, or related role.
• Strong verbal and written communication skills.
• Good interpersonal skills, empathy, active listening, and practical problem-solving ability.
• Ability to stay composed under pressure and handle changing priorities.
• Willingness to work in the evening and rotational shifts.

Responsibilities

• Handle incoming customer calls professionally and efficiently.
• Provide accurate guidance on travel options, bookings, policies, pricing, and services.
• Guide customers through the booking journey and explain next steps and requirements.
• Manage booking-related activities including new reservations, changes, cancellations, refunds, and rebookings.
• Troubleshoot issues, identify resolutions, and own the case through closure or escalation.
• Handle complaints with empathy and sound judgment, following escalation rules.
• Proactively follow up on pending cases and close communication loops with customers and internal teams.
• Maintain CRM records with clear, complete interaction history.
• Stay updated on policies, pricing, and systems to ensure reliable guidance.

Skills

Communication skills

Empathy & listening

Problem solving

Multitasking

Adaptability

Written communication

Education

Bachelor’s degree (completed or in progress)

Tools

CRM systems

Ticketing systems

Job description

Welcome, You are about to start your application process for

Hiring for Customer Service Executive – Evening & Rotational Shifts at sastaticket.pk

Customer Service Executive – Evening & Rotational Shifts

Turn every customer interaction into clarity, confidence, and trust.

Taking ownership of each interaction, building trust through empathy and reliable support, and continuously elevating the customer experience.

About sastaticket.pk

sastaticket.pk is Pakistan’s leading technology-driven travel platforms, helping millions of travellers plan and book journeys with greater ease, confidence, and choice. We are building a profitable, ambitious, engineering-led company that solves meaningful problems across travel, payments, pricing, customer experience, automation, and marketplace reliability.
We believe great businesses are built by great people. We give talented individuals meaningful ownership, exposure to important decisions, and the opportunity to grow through real responsibility and measurable impact.

Why This Role Exists

Travel can become stressful when customers need help quickly, information changes, or a booking does not go as planned. This role exists to give customers clear, accurate, and dependable support throughout their journey — resolving issues efficiently, protecting customer trust, and ensuring every case is followed through to closure.

About the Opportunity

As a Customer Service Executive, you will support customers across calls and other assigned service channels, helping with travel information, bookings, modifications, cancellations, refunds, rebookings, and post-booking queries. You will work in a fast-paced, performance-driven environment where service quality, accuracy, empathy, ownership, and adaptability matter every day.
The role can accommodate junior to mid-level profiles depending on education, experience, and demonstrated capability. New joiners receive one month of structured training followed by ongoing coaching and on-the-job support.

What You’ll Do

• Handle incoming customer calls professionally, courteously, and efficiently while maintaining a positive customer experience.
• Understand customer needs and provide accurate guidance on travel options, bookings, policies, pricing, and available services.
• Guide customers clearly through the booking journey and help them understand next steps, requirements, and available choices.
• Manage booking-related activities including new reservations, modifications, cancellations, refunds, and rebookings, with accurate system updates.
• Troubleshoot customer issues, identify the best available resolution, and retain ownership of the case until closure or appropriate escalation.
• Handle complaints and complex queries with empathy, active listening, patience, and sound judgment, according to experience level and escalation rules.
• Identify suitable travel alternatives, upgrades, or options where they improve the customer outcome.
• Proactively follow up on pending cases and close communication loops with customers and internal teams.
• Work toward agreed service-quality, first-contact-resolution, productivity, and efficiency targets without sacrificing accuracy or customer trust.
• Keep CRM and support tools updated with clear, complete, and accurate records of customer interactions and actions taken.
• Stay current on company policies, product changes, pricing updates, systems, and process changes so guidance remains reliable.
• Collaborate with supervisors and cross-functional teams to resolve customer issues that require broader support.
• Surface recurring customer problems, process gaps, and improvement opportunities that can improve service quality or reduce avoidable contact.
• Use AI and modern support tools responsibly to improve speed, consistency, and quality while validating outputs and protecting customer information.

What Success Looks Like

• Customers receive accurate, clear, and empathetic support and understand what will happen next.
• Cases are owned through resolution, with appropriate follow-up and early escalation when needed.
• Booking changes, cancellations, refunds, rebookings, and CRM updates are completed accurately and according to process.
• Agreed monthly service-quality, productivity, and efficiency KPIs are consistently met or improved over time.
• Customer complaints and difficult interactions are handled calmly, professionally, and with sound judgment.
• Recurring errors and avoidable repeat contacts decline as product knowledge and process understanding improve.
• The team member learns quickly from coaching, applies feedback, and requires less day-to-day supervision over time.
• Customer and process insights are shared constructively to help the wider team improve.rational risks, close loops, and require less supervision as your ownership expands.

What You’ll Learn

• How a technology-enabled travel platform supports customers across the full booking journey.
• Air-travel booking, modification, cancellation, refund, and rebooking processes.
• Customer communication, complaint handling, de-escalation, and service recovery.
• CRM, booking, and support systems used in real customer operations.
• How service KPIs, quality standards, and customer outcomes connect in a performance-driven support environment.
• Cross-functional problem-solving with Product, Operations, Finance, Ticketing, and other support teams.
• Responsible use of AI and modern tools to improve customer-support workflows and productivity.

At sastaticket, growth isn’t determined by tenure — it’s earned through ownership, capability, customer impact, and measurable performance. Strong performance can lead to broader ownership across complex customer cases, escalations, quality, training, team support, specialized travel operations, or future supervisory responsibilities.

What We’re Looking For

• Bachelor’s degree completed or in progress; other profiles may be considered where capability and relevant experience are strong.
• 0–7 years of experience in customer service, call center, support, travel, or a related customer-facing role, depending on level.
• Strong verbal and written communication skills, with the ability to explain information clearly and confidently.
• Good interpersonal skills, empathy, active listening, and practical problem-solving ability.
• Ability to stay composed, positive, and professional when handling pressure, complaints, or changing priorities.
• Ability to multitask while maintaining accuracy and attention to detail.
• Comfort learning new products, policies, systems, and processes quickly.
• Experience with CRM, booking, ticketing, or customer-support systems will be considered an advantage.
• Ability to work within the assigned shift schedule and six-day workweek.

Shift & Schedule Requirement

This role requires schedule flexibility. Female team members are assigned evening shifts (typically 2 PM–10 PM or 3 PM–11 PM), while male team members work rotational shifts based on business requirements and roster. The role follows a six-day workweek with one weekly off according to the assigned schedule.

What Will Help You Thrive

The people who succeed at sastaticket are those who:

• Build trust by being accurate, transparent, dependable, and honest when information is incomplete or a mistake occurs.
• Take extreme ownership by following through on customer cases, closing loops, escalating early, and taking responsibility for outcomes.
• Stay customer-focused by understanding that every interaction can strengthen or weaken customer trust in sastaticket.
• Demonstrate curiosity by learning the product, policies, customer context, and root causes behind recurring issues.
• Learn continuously by embracing feedback, applying coaching, and improving judgment over time.
• Deliver with speed and quality by balancing responsiveness, accuracy, empathy, and process discipline.
• Leverage AI and modern tools responsibly to improve productivity and consistency while validating outputs.
• Collaborate effectively by communicating clearly, supporting teammates, and making the people around them more successful.

What We Offer

• Medical coverage for self and dependents.
• Gratuity.
• Annual travel allowance.
• Continuous learning and professional development opportunities.
• Exposure to senior leadership and important business decisions.
• Meaningful ownership and career growth based on performance and impact.
• A collaborative, ambitious, and high-performance work environment.

Ready to build your career through meaningful impact?

If you enjoy helping people, solving travel problems, and taking ownership of customer outcomes in a fast-moving environment, we’d love to hear from you.