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Customer Support Specialist

7 days ago

Jaipur, Rajasthan, India Thrillophilia Full time
Job Overview

We are seeking a dedicated Customer Support Executive to provide exceptional assistance to our travelers. As the primary point of contact, you will be responsible for addressing inquiries, resolving issues, and ensuring a seamless travel experience.

Key Responsibilities:
  • Customer Interaction & Assistance
    • Respond to customer inquiries via calls, emails, and chats, ensuring timely and accurate resolutions.
    • Guide travelers on their bookings, itinerary details, payment policies, and any trip modifications.
    • Provide proactive updates on trip confirmations, cancellations, and any unforeseen changes.
    • Maintain accurate records of customer interactions and feedback for process improvement.
  • Problem Solving & Issue Resolution
    • Investigate and resolve customer complaints related to bookings, cancellations, refunds, or travel disruptions.
    • Conduct root cause analysis of the customer's complaints, identify the underlying problem statements Offer resolutions that address customer concerns to the point
  • Order & Booking Management
    • Assist customers in modifying their itineraries, updating travel preferences, and rebooking services when required.
    • Process refunds, cancellations, and trip modifications per company policies
  • Customer Education & Guidance
    • Explain travel policies, refund terms, visa requirements, and itinerary details to customers.
    • Set the right expectations regarding transfers, hotel check-ins, activity timings, and other inclusions . Educate travelers on self-navigation of their itinerary and how to contact local support when needed.
  • Feedback & Continuous Improvement
    • Collect feedback from travelers to enhance the quality of services offered.
    • Identify common issues and suggest improvements in processes to minimize future complaints.
    • Work closely with operations, sales, and vendor teams to ensure seamless travel experiences.