Customer Service Associate

Title: Customer Service Associate

Graduation is compulsory

Freshers – BSc/Btech/BCA do not apply. (Btech/BCA/BSc with CSA experience will be considered)

Anyone with HR position will not be considered.

Shift: Rotational Shift

Working days/hours: 5 days a week, 9 hours a day

Transport: Option to use airconditioned cars for pick up and drop to residence or transport allowance in lieu

We are seeking a dedicated and customer-focused individual to join our Airline Support Team as a Customer Support Associate for the voice process. You will be the first point of contact for Airline Gold and Platinum customers, handling inquiries, booking requests, complaints, and support issues via voice calls in different shifts.

Key Responsibilities:

·        Handle voice calls to assist Airline Premium Passengers with reservations, cancellations, rebooking, and general travel inquiries.

·        Provide accurate and timely information regarding flight schedules, fares, and policies.

·        Resolve customer complaints and provide appropriate solutions within set timelines.

·        GDS – Hands on experience in Amadeus or Galileo will be an added advantage

·        Maintain a high level of professionalism and empathy with customers at all times.

·        Document all interactions clearly and accurately in the system.

·        Escalate complex issues to senior support or supervisors as needed.

·        Should be flexible to work in shifts in a 24X7 operation with rotational week-offs as per process requirements

Required Skills:

·        Excellent communication skills in English

·        Strong listening and problem-solving skills.

·        Ability to remain calm and handle high-stress

·        Willingness to work in shifts, including weekends and holidays

Computer Skills:

·        Proficient in using MS Office applications (Word, Excel, Outlook)

·        Ability to work with CRM tools, ticketing systems, and call centre software

·        Comfortable with data entry and managing online booking/reservation platforms