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Role Description This is a full-time, on-site Customer Support Executive – International Voice role based in Pune City. The role involves handling inbound and outbound calls from international customers, addressing queries related to bookings, itineraries, changes, cancellations, and general travel information. The Customer Support Executive will investigate and resolve issues, provide accurate and timely information, and escalate technical or complex concerns when necessary. Daily responsibilities include documenting interactions in the support system, following standard operating procedures, maintaining service-level commitments, and contributing to customer satisfaction and retention. The role also requires collaborating with internal teams, adhering to quality and compliance guidelines, and working in shifts as needed to support global time zones.
Qualifications
- Strong skills in Customer Support and Customer Service, with a focus on clear, courteous, and professional communication over international voice channels.
- Ability to maintain high levels of Customer Satisfaction, including effective problem-solving, empathy, and ownership of customer issues until resolution.
- Experience with Online Support tools and platforms, including ticketing systems, CRM solutions, and live support channels.
- Background in Technical Support, with the ability to understand basic system or platform issues and coordinate with technical teams for resolution.
- Excellent spoken and written English
- Comfort working in shift-based schedules to support global customers, with strong time management and reliability.
- Proficiency in using computers, web-based applications, and common office software.
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