Customer Service Representative

4 days ago

Mumbai, Maharashtra, India Cozmo Travel World Full time ₹ 4,20,000 per year

Job Purpose: We are looking for a customer-focused and articulate Call Center Executive to join our airline's customer service team. The ideal candidate will serve as the first point of contact for passengers, providing assistance with reservations, flight information, itinerary changes, and general inquiries. This role requires strong communication skills, attention to detail, and the ability to work in a fast-paced environment.

Key Tasks:

· Answer incoming calls and respond to customer inquiries regarding flight bookings, schedules, fares, and airline policies.

· Assist customers with new reservations, ticket re-issuance, cancellations, and refunds.

· Handle special service requests, including seat selection, meal preferences, and wheelchair assistance.

· Provide accurate information about baggage allowances, travel documentation, and visa requirements.

· Resolve customer complaints and escalate issues when necessary to ensure customer satisfaction.

· Promote airline services and offers to increase sales and enhance customer experience.

· Maintain updated knowledge of airline systems, procedures, and travel regulations.

· Accurately document all customer interactions in the CRM system.

Dimensions:

Personal Qualities / Behavioral Competencies:

· Excellent communication skills in English; additional language proficiency is a plus.

· Ability to handle high call volumes and work in rotational shifts, including weekends and holidays.

· Strong problem-solving and interpersonal skills.

· Customer service-oriented with a positive attitude and professional demeanor.

· Proficiency in GDS systems (e.g., Amadeus, Sabre) is an advantage.

Education: Graduation (Any Field)

Experience: 2–4 years of experience in a call center, preferably in the airline or travel industry.

Job Types: Full-time, Permanent

Pay: ₹30, ₹35,000.00 per month

Benefits:

  • Health insurance
  • Paid sick time
  • Paid time off
  • Provident Fund

Work Location: In person

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