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Email & Chat Process

4 weeks ago

India Adani Power Limited Full time

Job Description

About The Opportunity

We operate in the Travel & Tourism sectorspecialising in tours, reservations and travel services for domestic and international travellers. This is a fully remote, customer-facing role supporting guest enquiries via email and live chat across booking, itinerary and post-booking lifecycle.

Primary Title: Customer Support Executive (Email & Chat)

Role & Responsibilities

- Respond promptly and professionally to customer enquiries via email and live chathandle booking requests, itinerary changes, cancellations, refunds and pre-travel guidance.
- Use the CRM/ticketing system to create, update and close tickets accurately; maintain clear case notes and enforce SLA targets and quality standards.
- Resolve routine issues end-to-end and escalate complex cases to operations or team leads with clear context and recommended actions.
- Follow templates and tone guidelines while personalising messages to boost CSAT and first-contact resolution on written channels.
- Monitor chat queues and email SLAs, manage workload across multiple conversations, and prioritise high-impact requests during peak periods.
- Collaborate with reservations, ops and sales teams to coordinate bookings, confirm supplier details, and feed process improvement insights to reduce recurring tickets.

Skills & Qualifications

Must-Have

- 13 years of hands-on email & live chat customer support experience (BPO, travel, e-commerce, or hospitality preferred).
- Excellent written English with strong grammar, clarity and empathy; proven ability to communicate complex booking details in writing.
- Comfortable using CRM/ticketing platforms (Zendesk, Freshdesk, HubSpot or equivalent) and managing multiple chats concurrently.
- Demonstrable experience meeting SLAs and KPIs (response time, resolution time, CSAT); disciplined about documentation and follow-ups.
- Reliable remote-work setup (high-speed internet, quiet workspace) and ability to work flexible shifts to cover business hours across India.

Preferred

- Prior experience in travel reservations, ticketing or working with GDS (Amadeus, Sabre, Galileo) or OTA booking platforms.
- Familiarity with templates, macros and canned responses; basic Excel/Google Sheets skills for reporting and trend analysis.
- Multilingual skills (Hindi, regional languages or other global languages) to support diverse customer bases.

Benefits & Culture Highlights

- Fully remote role with flexible shift options and supportive onboarding/training for travel domain knowledge.
- Performance-linked incentives, skill-upgrading opportunities, and clear career paths into senior support or operations roles.
- Friendly, collaborative team culture focused on customer experience, continuous improvement and recognition for high performers.

To apply, highlight your email/chat support experience, relevant CRM tools used, and any travel-industry exposure. We seek reliable, written-communication experts who thrive in a fast-paced remote environment and deliver exceptional customer experiences.

Skills: email,chat,customer