Job Title: Customer Service Associate - Airline Process
Department: Customer Service
Location: [City/Location] - Gurgaon
Employment Type: Full-time / Rotational Shifts
______________
Job Summary:
We are seeking a detail-oriented and customer-focused Customer Support Associate to join our team and represent a leading airline client. The associate will be responsible for providing high-quality support to Premium customers via voice, email, or chat channels, addressing inquiries related to flight bookings, cancellations, rescheduling, baggage, check-in, loyalty programs, and general travel assistance.
______________
Key Responsibilities:
Respond promptly and professionally to customer inquiries via phone, chat, or email
Assist with flight reservations, ticket changes, cancellations, and refund processing
Provide accurate information regarding flight schedules, delays, baggage policies, and travel guidelines
Handle complaints, troubleshoot problems, and resolve customer issues with empathy and efficiency
Follow communication scripts and standard operating procedures (SOPs)
Ensure a high level of customer satisfaction by delivering outstanding service
Document all interactions in the CRM system accurately
Adhere to performance metrics such as Quality, First Call Resolution (FCR), Average Handling Time (AHT), and Customer Satisfaction (CSAT)
Stay updated on airline policies, promotions, travel restrictions, and system updates
______________
Required Qualifications:
Minimum Bachelor's degree
Excellent communication skills in English (verbal and written)
Strong problem-solving and multitasking abilities
Willingness to work in rotational shifts, weekends, and holidays
Comfortable working in a fast-paced, target-driven environment
BLUE SOLUTION is an IT Consultancy and IT Placement Company based out of Gurgaon. We have our clients in and outside of India. We need Interns and Freshers on a regular basis to support our client requirements.
