Customer Experience Specialist

Job Description - ​Customer Experience Specialist

Key Responsibilities

Customer Support 

● Handle customer inquiries across phone, email, live chat, WhatsApp and social media channels.

● Assist customers with flight bookings, modifications, cancellations and refund requests. 

● Resolve customer complaints professionally while maintaining high customer satisfaction. 

● Provide accurate information regarding airline policies, baggage allowances, visa requirements and travel regulations. 

● Escalate complex issues to the appropriate internal teams when required.

 ● Ensure all customer interactions are documented accurately within support systems. 

Case Management 

● Manage customer cases from initiation through resolution while meeting defined service levels.

 ● Follow up proactively with customers on pending requests and escalations. 

● Monitor open cases to ensure timely closure and customer updates. 

● Maintain accurate records of customer communications and resolutions. 

Service Quality & Compliance

 ● Adhere to Flyin's customer service standards, policies and procedures. 

● Ensure compliance with airline partner policies and internal operating guidelines. 

● Maintain professionalism and empathy during all customer interactions. 

● Contribute to maintaining high CSAT and service quality scores. 

Process Improvement

 ● Identify recurring customer issues and provide feedback to supervisors and relevant teams.

 ● Support improvements to FAQs, knowledge base content and customer communication templates. 

● Stay updated on product changes, airline updates and company policies.

 Qualifications & Skills

 ● Bachelor's degree preferred 

● Min. 2 years of experience in customer service, customer support, call center or travel operations roles. 

● Comfortable working in night shifts, weekends and public holidays as required. 

● Experience in the Travel, OTA, Airline, Hospitality or E-commerce industry is preferred. 

● Strong verbal and written communication skills in English & Hindi.

 ● Additional language skills such as Arabic, French or other Indian regional languages are an advantage. 

● Experience using customer support platforms such as Zendesk, Zoho Desk, Freshworks or similar tools. 

● Strong problem-solving and conflict-resolution skills. 

● Ability to manage multiple customer interactions simultaneously.

 ● Good attention to detail and follow-up discipline. 

● Comfortable working in an office-based position requiring regular on-site attendance during assigned shifts