Customer Support Executive

1. Job Title

Sr. Executive Customer Service Delivery (Travel BPO)

2. Department

Customer Experience – B2C

Section / Team: Customer Service

Reporting To: Sr. Manager / Manager

Role Type: Individual Contributor (Non-Supervisory)

3. Purpose of the Role

The Sr. Executive – Customer Service Delivery is responsible for handling customer

queries related to travel products and services, ensuring timely and accurate

resolution in line with company processes, service quality standards, and customer

satisfaction goals.

4. Educational Qualifications

• Graduate in any discipline

• Travel and Tourism background preferred

Certifications: Not mandatory

5. Experience Requirements

• Total Relevant Experience: 2 to 5 years

• Industry Experience: Airlines, Hospitality, Travel BPO, Online Travel

Agencies

6. Key Responsibilities

Customer Interaction & Support

• Handle inbound and outbound customer interactions via calls, emails, and

chat.

• Engage customers professionally and resolve travel-related queries and

issues as per defined processes.

• Assist customers with flight bookings, cancellations, rescheduling, refunds,

and ancillary services.

• Provide accurate information on airline schedules, fares, baggage rules, visa

requirements, and travel policies.

Travel Operations & GDS Handling

• Perform ticket issuance, reissuance, cancellations, and refunds in compliance

with airline and company policies.

• Use GDS systems such as Amadeus, Sabre, or Galileo for booking and

servicing transactions.

• Handle Special Service Requests (SSR) and post-booking support.

Issue Resolution & Coordination

• Resolve customer complaints within defined Service Level Agreements

(SLAs).

• Coordinate with internal teams and stakeholders to ensure timely resolution of

complex cases.

• Escalate critical or unresolved issues to supervisors with proper

documentation.

Quality, Compliance & Performance

• Maintain adherence to defined KPIs, quality benchmarks, and productivity

standards.

• Ensure compliance with company policies, SOPs, airline rules, and regulatory

guidelines.

• Maintain accurate customer records, case notes, and transaction updates in

CRM systems.

• Participate in quality audits, feedback sessions, and performance reviews.

Process Improvement & Learning

• Identify process gaps and suggest improvements to enhance customer

experience and operational efficiency.

• Participate in training programs, refresher sessions, and updates on new

travel products or policies.

• Maintain confidentiality of customer and company data at all times.

7. Required Skills & Competencies

Technical & Functional Skills

• GDS-trained with hands-on experience on Amadeus / Sabre / Galileo

• Good knowledge of geography, airline products, fare rules, and travel

documentation

• Strong typing skills with high accuracy

Communication & Behavioral Skills

• Excellent verbal and written communication skills

• Strong customer-handling and problem-solving abilities

• Ability to listen actively and lead customer conversations effectively

• Ability to multitask and work efficiently in a fast-paced Travel BPO

environment

Personal Attributes

• Customer-focused and service-oriented mindset

• Attention to detail and accuracy

• Team player with the ability to work independently

• Willingness to work in shifts as per business requirements

8. Career Progression

• Preceding Role: Executive

• Next Role: Team Leader

9. Working Relationships

• Internal: Operations, Quality, Product, Finance, and Support Teams

• External: Customers, Airline Partners (as applicable)