Global Travel Support Executive

About the Role

EaseMyTrip.com is seeking experienced, enthusiastic and customer-focused Global Travel Support Executives to support our growing international travel business across markets including the United Kingdom, United States, United Arab Emirates, Singapore, Thailand and Saudi Arabia.

The ideal candidate will be responsible for handling international customer enquiries, assisting with flight, hotel and holiday bookings, resolving travel-related issues and delivering exceptional customer experiences through calls, emails and live chat. We are looking for professionals with excellent English communication skills, strong problem-solving abilities and a customer-first mindset who can independently manage international travel enquiries while contributing to customer satisfaction, retention and revenue growth.

This role offers an opportunity to work with a leading online travel platform and gain exposure to global travel operations, international booking systems and customers across multiple countries.

Role & responsibilities

1. Global Customer Support: Handle inbound customer enquiries through calls, emails and live chat from international markets, including the UK, US, UAE, Singapore, Thailand and Saudi Arabia.
2. Flight, Hotel & Holiday Assistance: Assist customers with flight reservations, hotel bookings, holiday packages, booking confirmations, modifications, cancellations and refunds.
3. International Booking Management: Manage customer bookings originating from EaseMyTrip's international websites, mobile applications, metasearch platforms and other online travel channels.
4. Customer Complaint & Escalation Resolution: Independently investigate and resolve booking failures, refund delays, payment concerns, airline schedule changes and other travel-related issues while maintaining high customer satisfaction.
5. Professional Customer Communication: Deliver accurate, courteous and timely assistance to international customers while maintaining high standards of spoken and written English communication.
6. Sales Conversion & Upselling: Identify opportunities to convert customer enquiries into confirmed bookings and recommend relevant travel products, upgrades and additional services to increase revenue.
7. Travel Product & Policy Knowledge: Maintain updated knowledge of airline fare rules, baggage policies, cancellations, refunds, hotel policies, travel documentation and international booking procedures.
8. Coordination with Airlines & Travel Partners: Work closely with airlines, hotels, travel suppliers, internal operations teams and payment partners to resolve customer issues and ensure seamless service delivery.
9. CRM Management & Performance Reporting: Maintain accurate customer interaction records, booking details, follow-up schedules and complaint resolutions while meeting service quality, productivity and response-time targets.
10. Customer Experience & Continuous Improvement: Collect customer feedback, identify recurring service challenges and recommend improvements to enhance operational efficiency, customer satisfaction and repeat bookings.

Preferred candidate profile

1. Professional Experience: Minimum 2–5 years of experience in international customer support, international BPO, travel operations, airline reservations or online travel agency customer service.
2. International Customer Handling: Proven experience interacting with customers from the UK, US, UAE or other international markets through voice, email and chat support.
3. Excellent English Communication: Strong spoken and written English communication skills, with the ability to handle international customers professionally and confidently.
4. Travel Industry Knowledge: Understanding of flight reservations, hotel bookings, cancellations, refunds, ticket modifications and travel-related customer support processes.
5. Customer Service & Problem-Solving: Demonstrated ability to handle complex customer queries, manage escalations and resolve issues efficiently while maintaining customer satisfaction.
6. Reservation Systems & GDS Knowledge: Experience with Amadeus, Sabre, Galileo, airline reservation systems or OTA booking platforms would be an added advantage.
7. CRM & Technology Skills: Familiarity with customer relationship management systems, support ticketing tools, live chat applications, Microsoft Office and digital communication platforms.
8. Sales & Customer Retention: Ability to identify customer needs, convert enquiries into bookings, recommend additional services and encourage repeat business.
9. Shift Flexibility & Adaptability: Willingness to work in rotational shifts, including evening or night shifts, weekends and holidays, depending on international business requirements.
10. Ownership & Customer-Centric Approach: Strong attention to detail, multitasking abilities, accountability and a proactive approach to delivering exceptional customer experiences.