Customer Support Specialist

4 weeks ago

Jaipur, Rajasthan, India Thrillophilia Full time

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, an empathetic listener, a problem-solver, and a 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.
  • Maintained 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.

Why Join Us?

  • This is an opportunity to work in a dynamic and customer-centric environment.
  • Growth opportunities within the organization.
  • Collaborative team culture and continuous learning opportunities.

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