Voice & Email Chat Process

Role & Responsibilities

• Handle 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 & Qualifications

Must-Have

Preferred

Required Skills : chatemailoperations

Key Skills

EIGRP,VOIP,VMware,Avaya,BGP,LAN,OSPF,QoS,Project Planning,Scripting,Unity,Troubleshooting

Employment Type : FULLTIME

Experience : years

Vacancy : 1

Monthly Salary Salary : 420000 - 540000