Customer Support Representative

5 days ago

Mumbai, India Kell Tech Full time

Company DescriptionAt Kell Tech, we’re driven by one mission: to make technology work for people. We create impactful solutions that solve real-world challenges, from software solutions to data & AI innovations, trading algorithms, and customer support systems. Our strength lies in blending innovation with practicality, delivering tools that are reliable, scalable, and designed for growth. Whether it’s unlocking insights from data, automating decisions in fast-moving markets, or enhancing customer experiences, Kell Tech empowers businesses to stay ahead.Role OverviewThe 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 standardsRequirements● 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 resolutionWhy Join Us?Be part of a fast-growing company solving real-world problems.Opportunity to build and shape Customer Support Systems from the ground up.Collaborative and innovative work culture.Competitive salary and growth opportunities.If you’re passionate about Customer Support and want to make an impact, we’d love to hear from you

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