Voice & Email Chat Process

Role & ResponsibilitiesHandle inbound and outbound voice enquiries and email communications for bookings, amendments, cancellations and general travel queries with prompt, professional responses.Manage live chat conversations and email ticket queues; triage, resolve and document issues in the CRM/ticketing system to meet SLA and CSAT targets.Process booking changes, coordinate with operations and suppliers (hotels, transport, guides) and update customer itineraries accurately.Use VOIP and ticketing tools to log interactions, apply company SOPs, troubleshoot common payment or reservation issues and initiate refunds/voids as required.Escalate complex or high-priority issues to team leads or operations with clear context and required actions; follow up until resolution.Contribute to knowledgebase updates, share feedback on recurring problems and participate in training to improve service quality and first-contact resolution.Skills & QualificationsMust-HaveVoice supportEmail supportLive chat supportZendeskVOIP platformsTicketing systemsPreferredAmadeusSabreMultilingual support (Hindi or other Indian languages).Skills: chat,email,operations