Job Title: Customer Support Representative – Travel Helpdesk Department: Operations – Customer Service
​Location: Bengaluru
Employment Type: Full-time
Shift Timing: Day shift 
Experience Required: Minimum 1-2 years in BPO (voice/email/chat support) Education: Graduate (mandatory)
Job Summary:
The Customer Support Representative will serve as the first point of contact for US -based travel customers requiring assistance with bookings, cancellations, rescheduling, itinerary changes, travel advisory support, refunds, or other travel-related services. The role involves delivering seamless support across multiple channels — voice, email, and chat — while strictly adhering to standard operating procedures, regulatory compliance, and SLA metrics.
Key Responsibilities:
● Handle inbound customer interactions with utmost professionalism through voice, email, and chat platforms.
● Assist customers in resolving travel-related queries, booking modifications, ticket cancellations, refund processing, itinerary issues, and emergency travel support.
● Maintain comprehensive knowledge of airline policies, travel guidelines, visa regulations, and ongoing travel advisories for the US market.
● Document all customer interactions accurately in the CRM and ticketing systems with minimal delay and zero error tolerance.
● Ensure timely follow-ups and proactive communication in accordance with the company’s service guidelines.
● Adhere to all call center KPIs, including but not limited to CSAT, FCR, AHT, adherence, and SLA compliance.
● Escalate unresolved, sensitive, or high-impact cases to the appropriate resolution team following escalation protocols and documentation standards.
● Maintain strict compliance with data privacy regulations (e.g., GDPR, PCI-DSS where applicable).
● Stay updated with procedural changes, policy updates, and system enhancements.
● Participate in regular training and calibration sessions to maintain process alignment and quality standards required.
Requirements:
● Minimum 1-2 year experience in a BPO handling international customer support (voice/email/chat) — preferably for travel/airline clients.
● Graduate in any discipline; higher preference for candidates with certifications in travel or tourism.
● Willingness to work rotational shifts including US public holidays, weekends.
● Must pass background verification, language assessment, and documentation compliance checks.

Job Title: Team Leader – Customer Support Department: Operations – Travel Desk Location: As per project allocation Employment Type: Full-time
Shift Timing: Day Shift
​Location: Bengaluru
Experience Required: Minimum 3 years in a similar leadership role within an international BPO setup Education: Graduate (mandatory)
Job Summary:
The Team Leader is responsible for supervising a team of Customer Support Executives handling travel-related customer queries across voice, email, and chat channels for the US market. The position demands proactive leadership, sharp process knowledge, performance monitoring, and rigorous adherence to KPIs and compliance parameters in a travel helpdesk environment.
Key Responsibilities:
● Manage, supervise, and monitor daily operational performance of the assigned team to meet service levels and process metrics.
● Drive agent-level efficiency in resolving complex customer issues related to bookings, ticketing, refunds, cancellations, and itinerary changes.
● Conduct quality assessments and side-by-side coaching for process adherence, communication, soft skills, and customer satisfaction.
● Execute daily team briefings, one-on-one sessions, monthly appraisals, and performance improvement plans where required.
● Ensure timely and error-free scheduling, attendance tracking, shift rosters, and shrinkage control.
● Handle all Level 1 escalations with professionalism and escalate further as needed with complete documentation and root cause reporting.
● Collaborate closely with QA, Training, and WFM teams for performance calibration, feedback, and continuous improvement.
● Submit daily, weekly, and monthly team performance reports to Operations Manager and stakeholders.
● Maintain an environment of motivation, discipline, transparency, and accountability.
Required Skills & Competencies:
● Strong leadership, coaching, and team management skills.
● Deep understanding of call center metrics (AHT, CSAT, QA scores, attrition, shrinkage, etc.).
● Sound knowledge of Travel policies, airline procedures, and customer handling protocols.
● Advanced MS Excel and dashboard reporting abilities.
● Experience in CRM, QA monitoring tools, dialers, WFM platforms (preferred: NICE, Avaya, Genesys).
● Emotional intelligence, conflict resolution, and team motivation techniques.
Mandatory Requirements:
● At least 3 years of experience as a Team Leader in a BPO (preferably US or travel support).
● Demonstrated ability to lead and mentor 15–20 associates in a fast-paced, SLA-driven environment.
● Strong analytical reporting and performance documentation capabilities.
● Must be willing to work rotational including weekends and US holidays.
● Ability to manage high-pressure environments and strict client SLAs.

Job Title: Quality Analyst – Customer Support Department: Quality Assurance
Location: Bengaluru
Employment Type: Full-time Shift
Timing: Day Shift
Experience Required: Minimum 3-4 years in a QA role, preferably in travel or international BPO
Education: Graduate (mandatory); certifications in QA or Six Sigma preferred
Job Summary:
The Quality Analyst is accountable for monitoring and evaluating customer interactions across voice, chat, and email channels to ensure delivery excellence, customer satisfaction, and regulatory compliance within the Travel Helpdesk domain.
Key Responsibilities:
● Monitor and audit daily customer interactions across all channels for process adherence, customer empathy, accuracy, and compliance.
● Evaluate communication effectiveness, issue resolution quality, and procedural compliance through detailed QA scorecards.
● Share structured feedback with agents and collaborate with Team Leaders for coaching and action plans.
● Lead root cause analysis and trend identification on performance dips, customer dissatisfaction, or repeat contacts.
● Actively participate in calibration sessions to ensure inter-rater reliability and QA standard alignment.
● Compile, maintain, and circulate weekly quality dashboards, RCA reports, and process improvement suggestions.
● Drive quality improvement initiatives, process refreshers, and agent upskilling activities.
● Ensure strict data privacy, PCI-DSS, and HIPAA compliance (if applicable).
● Support audit readiness by maintaining complete documentation for internal and external audits.
Required Skills & Competencies:
● In-depth understanding of QA methodologies, call center metrics, and quality frameworks (COPC, ISO, Six Sigma).
● High proficiency in QA monitoring systems (e.g., NICE, Speech Analytics, Verint).
● Excellent analytical skills and attention to detail in report creation and audit trails.
● Capable of giving constructive, behavior-based feedback that drives improvement.
● Strong documentation and verbal communication skills.
● Familiarity with US travel, airline operations, and customer handling scenarios is a strong plus.
Mandatory Requirements:
● Minimum 3-4 years as a QA Analyst in a BPO handling voice/email/chat interactions.
● Experience in a travel domain or US support process is strongly preferred.
● Ability to work rotational shifts and US holidays without restrictions.
● Must demonstrate data integrity, independence in auditing, and confidentiality adherence.