Customer Support Executive

We are looking for Customer Support Executive with travel industry experience and who will be the first point of contact for the customers and the ideal candidate must ensure that the customer queries and complaints are handled in a timely fashion to win better customer satisfaction.

• Effectively communicate with prospects and customers on Verteils product updates and other initiatives.
• Ensure responding to customer queries in a timely and accurate way, viaphone, email or chat.
• Identifying customer needs and helping customers use specific features.
• Identifying the best routes, sharing information on availability and booking of air tickets.
• Issuing air tickets for B2B/ Subagents and B2C customers.
• Collect and validate relevant information from customers for onboarding.
• Provide excellent customer support during all onboarding and after-onboarding procedures.
• Ensure that customer specific details are accurately recorded in the systems.
• Maintaining a positive and professional attitude towards customers at alltimes.
• Update our internal databases with information about technical issuesand useful discussions with customers.
• Ensure the processing of refund and cancellation of air tickets.
• Assist clients with travel planning via phone call or email.
• Provide assistance to travel agents in reservation, ticketing, reissuing,refunding and communicating with airlines support team.
• Enhance customer experience through continuous improvement of theapproaches and strategies applied by the team.

• Experience in resolving customer queries, recommending solutions and guiding product users through features and functionalities.
• Should be well-versed in the Global distribution system(GDS).(Issuance/Reissuance/Refund)
• Should be well-versed in Fare rules, city codes and airlinecodes/terminologies.
• Should have proven experience in airline ticketing with an airline/ travelagency/GSA.
• Should have up to date knowledge on current domestic and international travel trends, regulations, etc.
• Should be an excellent communicator who is able to earn clients trust.
• Excellent People management skills.
• Excellent analytical skills.
• Knowledge on BSP/ARC (Preferred).
• Experience in airline reservation/ travel agency.
• Multi-tasking abilities.
• Patience when handling tough cases.
• Should be a graduate, IATA Certification (Preferred).

Flexible to work in shifts.