Chat Process Executive

Role & responsibilities

• Handle customer queries via Chat, Voice, or Email for international clients.
• Provide accurate information regarding travel bookings, cancellations, modifications, and related services.
• Assist customers with itinerary changes, fare rules, refunds, and travel policies.
• Resolve customer concerns promptly while ensuring high customer satisfaction.
• Maintain clear and professional communication at all times.
• Meet individual and team performance targets (Quality, AHT, CSAT, Productivity).
• Accurately document customer interactions in the system.
• Follow company policies, process guidelines, and compliance standards.
• Coordinate with internal teams or external partners when required to resolve cases.
• Stay updated with process changes, travel regulations, and client requirements.