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Remote Customer Service Representative
3 weeks ago
We are seeking a highly skilled professional to join our team in the role of Customer Support Specialist. This is a fully remote position that involves supporting guest enquiries via email and live chat across the booking, itinerary, and post-booking lifecycle.
The successful candidate will be responsible for responding promptly and professionally to customer enquiries, handling booking requests, itinerary changes, cancellations, refunds, and pre-travel guidance. They will use CRM/ticketing systems to create, update, and close tickets accurately, maintain clear case notes, and enforce SLA targets and quality standards.
The ideal candidate will have excellent written communication skills, strong grammar, clarity, and empathy. They should be able to communicate complex booking details in writing and be comfortable using CRM/ticketing platforms and managing multiple chats concurrently.
In addition to their technical skills, the successful candidate will need to demonstrate a high level of professionalism, discipline, and attention to detail. They will be required to work flexible shifts to cover business hours across India and have a reliable remote-work setup.
Key Responsibilities:
- Respond promptly and professionally to customer enquiries via email and live chat
- Handle booking requests, itinerary changes, cancellations, refunds, and pre-travel guidance
- Use CRM/ticketing systems 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
Requirements:
- 13 years of hands-on email and live chat customer support experience (BPO, travel, e-commerce, or hospitality preferred)
- Excellent written English with strong grammar, clarity, and empathy
- 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
