Customer support representative

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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