BPO / Customer Support Executi · Bengaluru

TripFactory is hiring a BPO/Customer Support Executive in Bengaluru to deliver exceptional travel assistance and resolve customer queries.

Key Responsibilities

• Handle inbound and outbound calls, emails, and chat inquiries from travelers.
• Provide prompt, accurate, and empathetic assistance regarding travel bookings, itineraries, and packages.
• Troubleshoot and resolve customer complaints, cancellations, and refund requests efficiently.
• Coordinate with vendors, airlines, and hotel partners to resolve operational issues.
• Document all customer interactions and ticket statuses accurately in the CRM platform.
• Adhere to established service-level agreements (SLAs) and first-contact resolution targets.
• Educate customers on travel policies, visa norms, and booking modifications.
• Escalate complex or unresolved travel disputes to supervisors when necessary.
• Gather customer feedback to help improve travel packages and customer service workflows.
• Maintain up-to-date knowledge on travel trends, destination guidelines, and internal systems.