Job Title

Job Overview: We are looking for a Customer Support Agent to join our team and provide top-notch assistance to our travelers. As the first point of contact for customers, you will be responsible for addressing inquiries, resolving issues, and ensuring a seamless travel experience. The ideal candidate is a great communicator, empathetic listener, problem-solver, and detail-oriented professional who can efficiently handle customer concerns while maintaining a high level of service. Key Responsibilities: Customer Interaction & Assistance Respond to customer inquiries via calls, emails, and chats, ensuring timely and accurate resolutions. Guide travelers on their bookings, itinerary details, payment policies, and any trip modifications. Provide proactive updates on trip confirmations, cancellations, and any unforeseen changes. Maintain accurate records of customer interactions and feedback for process improvement. Problem Solving & Issue Resolution Investigate and resolve customer complaints related to bookings, cancellations, refunds, or travel disruptions. Conduct root cause analysis of the customer's complaints, identify the underlying problem statements Offer resolutions that address customer concerns to the point Order & Booking Management Assist customers in modifying their itineraries, updating travel preferences, and rebooking services when required. Process refunds, cancellations, and trip modifications per company policies Customer Education & Guidance Explain travel policies, refund terms, visa requirements, and itinerary details to customers. Set the right expectations regarding transfers, hotel check-ins, activity timings, and other inclusions . Educate travelers on self-navigation of their itinerary and how to contact local support when needed. Feedback & Continuous Improvement Collect feedback from travelers to enhance the quality of services offered. Identify common issues and suggest improvements in processes to minimize future complaints. Work closely with operations, sales, and vendor teams to ensure seamless travel experiences. What We’re Looking For: Excellent communication skills (both written and verbal). Empathy and patience in handling customer concerns, especially during travel disruptions. Active listening skills to fully understand customer issues before providing solutions. Logical and structured approach to problem-solving. Experience in customer support, travel coordination, or hospitality is a plus. Ability to work in a fast-paced environment and manage multiple cases efficiently. If you are passionate about travel , enjoy solving problems, and love helping customers have smooth, stress-free trips, we’d love to have you on board!