Customer Support Representative

Company Description

At Kell Tech, we’re driven by one mission : to make technology work for people. We create impactful solutions that solve real-world challenges, from software solutions to data & AI innovations, trading algorithms, and customer support systems. Our strength lies in blending innovation with practicality, delivering tools that are reliable, scalable, and designed for growth. Whether it’s unlocking insights from data, automating decisions in fast-moving markets, or enhancing customer experiences, Kell Tech empowers businesses to stay ahead.

Role Overview

The Customer Support Representative will serve as the first point of contact for US-based travel customers requiring assistance with bookings, cancellations, rescheduling, itinerary changes, travel advisory support, refunds, or other travel-related services. The role involves delivering seamless support across multiple channels — voice, email, and chat — while strictly adhering to standard operating procedures, regulatory compliance, and SLA metrics.

Key Responsibilities

• Handle inbound customer interactions with utmost professionalism through voice, email, and chat platforms.
• Assist customers in resolving travel-related queries, booking modifications, ticket cancellations, refund processing, itinerary issues, and emergency travel support.
• Maintain comprehensive knowledge of airline policies, travel guidelines, visa regulations, and ongoing travel advisories for the US market.
• Document all customer interactions accurately in the CRM and ticketing systems with minimal delay and zero error tolerance.
• Ensure timely follow-ups and proactive communication in accordance with the company’s service guidelines.
• Adhere to all call center KPIs, including but not limited to CSAT, FCR, AHT, adherence, and SLA compliance.
• Escalate unresolved, sensitive, or high-impact cases to the appropriate resolution team following escalation protocols and documentation standards.
• Maintain strict compliance with data privacy regulations (e.g., GDPR, PCI-DSS where applicable).
• Stay updated with procedural changes, policy updates, and system enhancements.
• Participate in regular training and calibration sessions to maintain process alignment and quality standards

Requirements

Why Join Us?

If you’re passionate about Customer Support and want to make an impact, we’d love to hear from you!