Chat & Support

1 day ago

Gurgaon, Haryana, India TWAI Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Company Description

TWAI is a leading travel technology company revolutionizing travel distribution by enabling suppliers to deliver content directly to partners at lower costs. With extensive expertise in travel reservation systems, distribution, direct connects, and New Distribution Capability (NDC), TWAI supports travel agencies, airlines, and airports worldwide. Its flagship platforms, PerfectAPI, AccessOne, and GoQuo, provide efficient, integrated solutions tailored to the evolving needs of the industry. Utilizing advanced technologies like AI and blockchain, TWAI develops scalable and cost-effective tools to overcome the limitations of legacy systems. The company is committed to delivering innovative solutions that foster flexibility, efficiency, and growth across the global travel market.

Key Responsibilities:

Handle customer queries via Zendesk Chat, Support tickets, email, and phone calls in a timely and professional manner

Provide phone support to assist customers with inquiries, troubleshooting, and account-related issues

Troubleshoot basic technical or product issues and escalate complex cases to the appropriate teams

Maintain detailed and accurate ticket logs, call notes, and follow-up records in Zendesk

Use macros, triggers, and workflows within Zendesk to streamline support responses and ensure consistency

Identify recurring issues and suggest improvements to internal processes or help center articles

Collaborate with internal teams to ensure customer feedback and pain points are communicated clearly

Meet defined targets for response time, resolution time, CSAT (Customer Satisfaction Score), and call handling metrics

Deliver exceptional customer service and maintain a positive, empathetic tone across all communication channels

Willingness to work in rotational shifts, including weekends or holidays if required

Experience with Zendesk Chat, Zendesk Support, Zendesk Guide, and Zendesk Talk (or other telephony integrations)

Required Skills & Qualifications:

1–3 years of customer service experience, including chat, email, and phone support (preferably using Zendesk)

Strong verbal and written communication skills in English (additional languages a plus)

Familiarity with live chat, ticketing, and call management systems

Basic technical troubleshooting and problem-solving skills

Ability to multitask and handle high chat and call volume efficiently

Patience, empathy, and a customer-first attitude

  • Understanding of service SLAs, escalation protocols, and call quality standards

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