Customer Support Associate

2 days ago

Jamalpur Colony Ludhiana Punjab, India Safarwallah Full time

The **Customer Support Associate** in the Travel and Tour industry is responsible for providing exceptional customer service by assisting clients with travel-related inquiries, bookings, changes, cancellations, and general support. This role requires excellent communication skills, problem-solving abilities, and a deep understanding of the company’s services and travel products.

You will serve as the first point of contact for customers, helping to resolve issues, answer questions, and ensure smooth, seamless travel experiences.

**Key Responsibilities**:

- **Customer Assistance**:

- Provide information on travel products and services, including flight schedules, hotel bookings, tour packages, and travel policies.
- Assist customers with booking, modifying, or canceling reservations for flights, hotels, tours, and other travel services.
- **Issue Resolution**:

- Identify, diagnose, and resolve customer issues or complaints efficiently.
- Work with other departments (e.g., operations, sales, or partners) to resolve complex issues.
- Escalate unresolved or high-priority cases to senior staff or management.
- **Product Knowledge**:

- Stay updated on the company’s travel offerings, including new destinations, promotions, packages, and services.
- Provide personalized recommendations to customers based on their travel preferences.
- **Documentation & Reporting**:

- Accurately enter customer details, bookings, and feedback into the CRM system.
- Generate and review reports related to customer inquiries, complaints, and feedback.
- Document any issues or concerns that require follow-up or escalation.
- **Customer Education**:

- Educate customers about travel-related information such as visa requirements, travel insurance options, baggage policies, and other travel-related guidelines.
- Offer advice on the best destinations, travel tips, and local culture.
- **Booking and Reservation Management**:

- Assist customers in navigating the booking system and ensure that all necessary details are captured correctly.
- Ensure bookings are processed accurately and in a timely manner.
- Manage changes, cancellations, and rebooking of flights, hotels, and tours.
- **Customer Retention & Relationship Building**:

- Foster positive relationships with customers by offering friendly and professional service.
- Identify opportunities for upselling and cross-selling travel products such as travel insurance, car rentals, and excursion packages.
- Handle follow-up communication with customers after their travel experience to ensure satisfaction and encourage repeat business.
- **Compliance & Quality Assurance**:

- Adhere to company policies, industry standards, and legal regulations regarding travel bookings and customer service.
- Maintain high standards of quality in service delivery, ensuring that customer queries and complaints are resolved in line with company guidelines.
- **Team Collaboration**:

- Work closely with the operations, sales, and marketing teams to ensure a seamless customer experience.
- Participate in team meetings, training sessions, and knowledge-sharing initiatives.

**Skills and Qualifications**:

- **Education**: High School Diploma or equivalent (Bachelor’s degree in tourism, hospitality, business, or related field preferred).
- **Experience**: Minimum of 1-2 years in customer service, preferably in the travel and tourism industry.
- **Communication Skills**: Strong verbal and written communication skills, with the ability to articulate complex information clearly and professionally.

Pay: ₹15,000.00 - ₹20,000.00 per month

Schedule:

- Day shift

**Education**:

- Bachelor's (required)

**Experience**:

- Customer support: 1 year (required)
- Customer service: 1 year (required)

**Language**:

- English (required)
- Hindi (required)

Work Location: In person

**Speak with the employer**
+91 7347004283

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