Customer Support Representative – US Travel Helpdesk

1 week ago

Hyderabad, Telangana, India Kell Tech Full time ₹ 2,50,000 - ₹ 4,50,000 per year

Job Title:
Customer Support Representative – US Travel Helpdesk

Department:
Operations – Customer Service

Location:
Hyderabad, Telangana

Employment Type:
Full-time

Shift Timing:
Rotational (mandatory availability for night shifts, weekends, US holidays)

Experience Required:
Minimum 1 year in BPO (voice/email/chat support)

Education:
Graduate (mandatory)

Job Summary:

The 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 standards.

Required Skills & Competencies:

● 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 resolution.

Mandatory Requirements:

● Minimum 1 year experience in a BPO handling international customer support (voice/email/chat) — preferably for travel/airline clients.

● Graduate in any discipline; higher preference for candidates with certifications in travel or tourism.

● Willingness to work rotational shifts including US public holidays, weekends, and graveyard shifts.

● Must pass background verification, language assessment, and documentation compliance checks.

  • Associate Helpdesk Support Analyst

    15 hours ago

    Hyderabad, Telangana, India Diebold Nixdorf Full time ₹ 3,00,000 - ₹ 4,50,000 per year

    Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role.Provides day-to-day technical support to employees and system / end users...

  • Customer Support Representative

    2 days ago

    Hyderabad, Telangana, India Trigent Software Full time ₹ 2,00,000 - ₹ 6,00,000 per year

    Join Us as a Customer Support Specialist ServiceNowLocation: Hyderabad (Work from Office 5 Days)Shift: 1:00 PM 10:00 PM IST (Rotational weekends, holidays & on-call support)Are you a tech-savvy communicator who loves solving customer problems?We're looking for an energetic Customer Support Specialist to be the first line of help for ServiceNow users —...

  • Helpdesk Executive

    7 days ago

    Hyderabad, Telangana, India JLL Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    JLL empowers you to shape a brighter way.  Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people  and empowering them to  thrive, grow meaningful careers and to find a place where...

  • PE-CX-Multi Channel Helpdesk

    2 weeks ago

    Hyderabad, Telangana, India Cognizant Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Job SummaryJoin our dynamic team as a Multi Channel Helpdesk professional where you will be responsible for providing exceptional customer support across various channels. With a focus on technical expertise in MS Excel you will assist in optimizing customer interactions and enhancing satisfaction. This role offers rotational shifts and requires proficiency...

  • IT Helpdesk Engineer

    1 week ago

    Hyderabad, Telangana, India Envoy Global, Inc. Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Envoy Global is seeking a proactive and tech-savvy Help-Desk Engineer to be the frontline hero of our IT support team. Based in our Hyderabad, India offices, this role is perfect for someone who thrives in fast-paced environments, enjoys solving problems, and values delivering exceptional user experiences. From troubleshooting devices and managing user...

  • IT Helpdesk Engineer

    1 week ago

    Hyderabad, Telangana, India Envoy Global, Inc. Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Envoy Global is a proven innovator in the global immigration space. Our mission combines our industry-leading tech platform with holistic service to streamline, simplify and expedite the immigration process for employers and individuals.Envoy Global is seeking a proactive and tech-savvy Help-Desk Engineer to be the frontline hero of our IT support team....

  • IT Helpdesk Engineer

    1 week ago

    Hyderabad, Telangana, India Envoy Global Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Envoy Global is a proven innovator in the global immigration space. Our mission combines our industry-leading tech platform with holistic service to streamline, simplify and expedite the immigration process for employers and individuals.Envoy Globalis seeking a proactive and tech-savvyHelp-Desk Engineerto be the frontline hero of our IT support team. Based...

  • SPE-CX-Multi Channel Helpdesk

    1 week ago

    Hyderabad, Telangana, India Cognizant Technology Solutions Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Job SummaryThe SPE-CX-Multi Channel Helpdesk role is pivotal in ensuring seamless customer interactions across various platforms. With a focus on the Hi-Tech domain the candidate will leverage their English communication skills to resolve queries efficiently. This hybrid role requires a proactive approach to enhance customer satisfaction and contribute to...

  • Customer Support Representative

    18 hours ago

    Hyderabad, Telangana, India Kumar Full time ₹ 2,00,000 - ₹ 6,00,000 per year

    Job descriptionTo deliver outstanding customer service through effective handling of calls, appointment scheduling, and post-service support. The Call Centre Representative will be responsible for maintaining accurate communication records, ensuring customer satisfaction, and supporting service delivery through timely follow-ups and lead...

  • Senior Travel Consultant

    1 week ago

    Hyderabad, Telangana, India Flight Centre Travel Group Full time ₹ 40,00,000 - ₹ 1,20,00,000 per year

    Hello,FCMpart ofFTCGis one of the world's largest travel management companies and a trusted partner for nationals and multinational companies. With a 24/7 reach in 97 countries, FCM's flexible technology anticipates and solves client needs, supported by experts who provide in-depth local knowledge and duty of care as part of the ultimate personalised...