Key Responsibilities

• Handle inbound customer calls and travel-related inquiries.
• Assist customers with flight, hotel, and accommodation reservations.
• Process booking changes, cancellations, rebooking, and modifications.
• Provide information about travel schedules, booking policies, and services.
• Resolve customer complaints and booking-related concerns.
• Assist with refunds, payments, and reservation issues when applicable.
• Coordinate with airlines, hotels, and travel partners to resolve customer concerns.
• Verify customer and reservation information accurately.
• Document customer interactions and transactions in the system.
• Follow company policies, travel procedures, and data privacy guidelines.
• Maintain professionalism and empathy when handling difficult or irate customers.
• Meet required quality, productivity, customer satisfaction, and attendance standards.

Required Skills

• Excellent verbal and written communication skills.
• Strong customer service and problem-solving abilities.
• Active listening and attention to detail.
• Ability to multitask while handling customer calls.
• Basic computer and typing skills.
• Ability to remain calm and professional under pressure.
• Willingness to work on shifting schedules, weekends, and holidays.