Customer Support Representative – US Travel Helpdesk

3 weeks ago

Hyderabad, India Kell Tech Full time

Job Title:
Customer Support Representative – US Travel Helpdesk

Department:
Operations – Customer Service

Location:
Hyderabad, Telangana

Employment Type:
Full-time

Shift Timing:
Rotational (mandatory availability for night shifts, weekends, US holidays)

Experience Required:
Minimum 1 year in BPO (voice/email/chat support)

Education:
Graduate (mandatory)

Job Summary:

The Customer Support Representative will serve as the first point of contact for US-based travel customers requiring assistance with bookings, cancellations, rescheduling, itinerary changes, travel advisory support, refunds, or other travel-related services. The role involves delivering seamless support across multiple channels — voice, email, and chat — while strictly adhering to standard operating procedures, regulatory compliance, and SLA metrics.

Key Responsibilities:

● Handle inbound customer interactions with utmost professionalism through voice, email, and chat platforms.

● Assist customers in resolving travel-related queries, booking modifications, ticket cancellations, refund processing, itinerary issues, and emergency travel support.

● Maintain comprehensive knowledge of airline policies, travel guidelines, visa regulations, and ongoing travel advisories for the US market.

● Document all customer interactions accurately in the CRM and ticketing systems with minimal delay and zero error tolerance.

● Ensure timely follow-ups and proactive communication in accordance with the company's service guidelines.

● Adhere to all call center KPIs, including but not limited to CSAT, FCR, AHT, adherence, and SLA compliance.

● Escalate unresolved, sensitive, or high-impact cases to the appropriate resolution team following escalation protocols and documentation standards.

● Maintain strict compliance with data privacy regulations (e.g., GDPR, PCI-DSS where applicable).

● Stay updated with procedural changes, policy updates, and system enhancements.

● Participate in regular training and calibration sessions to maintain process alignment and quality standards.

Required Skills & Competencies:

● Exceptional verbal and written communication in English (neutral accent required for voice support).

● Strong interpersonal skills and empathetic problem-solving ability.

● Prior experience in travel process or handling airline-related queries is a significant advantage.

● Ability to multitask and work in a high-pressure, fast-paced contact center environment.

● Familiarity with CRM tools (e.g., Salesforce, Zendesk), travel booking platforms (e.g., Sabre, Amadeus), and Microsoft Office applications.

● Strong attention to detail, accountability, and ownership of issue resolution.

Mandatory Requirements:

● Minimum 1 year experience in a BPO handling international customer support (voice/email/chat) — preferably for travel/airline clients.

● Graduate in any discipline; higher preference for candidates with certifications in travel or tourism.

● Willingness to work rotational shifts including US public holidays, weekends, and graveyard shifts.

● Must pass background verification, language assessment, and documentation compliance checks.

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