Customer Support Associate - International Email & Chat Process (Travel)

Role Overview

Sutherland is looking for Customer Support Associates for a contract-based travel support role. The position supports a well-known international airline and suits candidates who are comfortable solving customer issues and communicating clearly in English.

What You’ll Handle

• Manage customer questions about refunds, baggage discrepancies, lost baggage, and other travel-related concerns.
• Reply to customers through email and chat with accurate, timely resolutions.
• Follow professional email-writing standards and maintain strong communication quality.
• Work toward daily resolution goals.
• Update case records, track pending items, and ensure customer satisfaction through proper follow-up.
• Work with internal teams to resolve open cases as efficiently as possible.

Skills and Requirements

• Strong spoken and written English communication skills.
• Good command over email drafting and business etiquette.
• Ability to manage a large number of queries in a fast-moving environment.
• A customer-first mindset with a practical approach to problem-solving.
• Prior exposure to ticketing systems or travel operations is beneficial, though not compulsory.

Work Location and Schedule

• This is a work-from-office opportunity based in Airoli, Navi Mumbai.
• Working hours are 9-hour shifts within either 7:00 AM to 4:00 PM or 4:30 PM to 1:30 AM.
• The workweek follows a 5-day schedule with Saturday and Sunday as weekly offs.

Benefits

• Travel allowance of INR 3,500 as per company policy.
• Structured training and onboarding support.
• Opportunity to gain experience in international airline operations.
• Supportive environment with growth opportunities.

Important Notes

This opening is a contract role. The company states that it never asks for money or favors in return for employment. Any suspicious request should be reported to TAHelpdesk@Sutherlandglobal.com.

Location Details

Full address: 5th floor, Liberty Tower, Reliable Plaza IT park, MIDC Kalwa industrial estate, Thane, Belapur rd, Airoli, Navi Mumbai, Maharashtra 400708.

Application Details

Candidates may walk in directly or share their resume at syed.muzammil@sutherlandglobal.com, or contact via WhatsApp at 6361117171.