Vacation Recovery Specialist – U.S. Voice Process

About Genq Technologies

Genq Technologies is a customer experience management company specializing in U.S.-based travel and vacation recovery campaigns. We partner with established travel fulfillment and merchant service providers to help customers resolve, reinstate, or settle expired promotional vacation packages. Our work culture emphasizes ethical practices, transparency, empathy, and strict compliance with quality standards.

Position Overview

As a Vacation Recovery Specialist, you will handle outbound voice calls to U.S. customers who previously purchased promotional vacation packages but did not complete their travel requirements. Your responsibility is to clearly explain account status, present approved recovery or reinstatement options, and guide customers through the resolution and verification process using approved scripts and systems.

Key Responsibilities:

• Make outbound calls to U.S. customers regarding expired or forfeited vacation packages
• Review and verify customer records and account details
• Explain package status, eligibility, and available resolution options clearly
• Offer approved reinstatement plans, hardship assistance, or transfer solutions
• Follow legal verification and compliance scripts strictly
• Accurately document all customer interactions in the CRM system
• Coordinate with processing and verification teams for payment confirmation
• Ensure customers receive proper email documentation and closure confirmation
• Achieve defined performance, quality, and compliance targets

Requirements:

• Minimum 1+ year experience in U.S. voice processes (travel, vacation, or customer support preferred)
• Excellent English communication skills (neutral or U.S. accent preferred)
• Confident, calm, and empathetic communication style
• Ability to follow structured call flow and compliance protocols
• Strong listening, documentation, and rapport-building skills
• Ability to work in night shifts (9 PM – 4 AM IST)
• For WFH: Stable high-speed internet, noise-free environment, headset, and working PC/laptop

Compensation & Career Growth:

• Fixed salary – best in the market
• Performance-based incentives and rewards
• Training on product knowledge, scripts, and compliance
• Monthly performance recognition and bonus programs
• Career growth opportunities to Team Lead and Quality Assurance (QA) roles