Customer Care Executive - Airline Ticketing Chat Support

About Sutherland

Sutherland is a global frontrunner in enabling business and digital transformation coupled with delivering outstanding customer experiences throughout the entire client-customer interaction journey. Backed by over 35 years of domain expertise, proprietary tools, and advanced technology platforms such as artificial intelligence, intelligent automation, and advanced analytics, Sutherland supports diverse industries including Healthcare, Banking, Communications, Technology, Travel, and Retail. The company prioritizes agility, innovative thinking, integrity, and flawless execution while delivering service excellence globally.

Role Overview

We are seeking Customer Support Executives for an airline ticketing chat support position. The role entails assisting customers with flight bookings, cancellations, refunds, rescheduling, and general travel inquiries via chat. Candidates must handle customers’ concerns professionally and deliver precise solutions adhering to defined service standards.

Key Responsibilities

• Manage customer communications through chat platforms.
• Support flight booking processes, ticket alterations, and travel-related questions.
• Guide customers through cancellation and refund procedures.
• Assist with flight rebooking and scheduling changes in case of disruptions.
• Provide accurate updates on airline policies, booking status, and refund timelines.
• Resolve customer issues efficiently while maintaining high satisfaction levels.
• Handle multiple chat conversations simultaneously.
• Ensure compliance with quality standards and process guidelines.

Candidate Requirements

• Graduate degree is mandatory.
• Open to freshers and experienced candidates alike.
• Proficient written communication skills at B2 level or above.
• Good typing speed and comfortable with computer operations.
• Strong problem-solving abilities and capability to manage sensitive customer situations.
• Ability to offer precise advice and timely resolutions.

Contract Details & Work Schedule

• Initial contract duration of 6 months, with potential renewal based on performance and business demands.
• Shift timings are either 7:00 AM to 4:00 PM or 4:30 PM to 1:30 AM.
• Alternate Saturdays and fixed Sundays off.

Benefits & Opportunities

• Travel allowance provided.
• Opportunities for career growth within the company.
• Professional work environment with exposure to the airline industry.

Additional Information

Candidates interested should share their CV including the note "HR Ruchi" when attending the walk-in interview and call upon arrival at the venue.