Customer Care Executive| Airlines Services

Job Title:

Customer Care Executive | Airlines Services

Company:

Teleperformance Global Services Private Limited

Location:

Mumbai

Responsibilities:

1. Handle inbound customer inquiries via phone, email, and chat regarding flight bookings, cancellations, changes, and general airline services.

2. Provide accurate, valid, and complete information by using the right methods/tools to address customer concerns efficiently.

3. Resolve customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.

4. Document all customer interactions, transactions, comments, and complaints accurately in the CRM system.

5. Identify and escalate priority issues to the appropriate channels, ensuring timely follow-up.

6. Maintain a high level of customer satisfaction and strive to achieve first-contact resolution targets.

7. Adhere to company policies and procedures, ensuring data privacy and security at all times.

Requirements:

1. Proven customer support experience, preferably in the airline, travel, or hospitality industry.

2. Strong phone contact handling skills and active listening capabilities.

3. Ability to multi-task, prioritize, and manage time effectively in a dynamic environment.

4. Excellent verbal and written communication skills in English.

5. Ability to work independently and as part of a team in a target-driven environment.

6. Flexibility to work in rotational shifts, including nights, weekends, and public holidays.

Skills:

1. Customer Service Excellence

2. Communication (Verbal & Written)

3. Problem-Solving & Analytical Thinking

4. Active Listening

5. CRM Software Proficiency

6. Conflict Resolution

7. Time Management & Prioritization

8. Adaptability & Stress Tolerance

Qualifications:

1. High School Diploma or equivalent; Bachelor's degree preferred.

2. Minimum 1-2 years of experience in a customer service role.

3. Proficiency in Microsoft Office Suite (Word, Excel, Outlook).

4. Familiarity with airline reservation systems or CRM platforms is a significant advantage.

5. Ability to type accurately at a minimum speed of 30-40 words per minute.