Email & Chat Process

About The Opportunity

We operate in the Travel & Tourism sector—specialising in tours, reservations and travel services for domestic and international travellers. This is a fully remote, customer-facing role supporting guest enquiries via email and live chat across booking, itinerary and post-booking lifecycle.

Primary Title : Customer Support Executive (Email & Chat)

Role & Responsibilities

• Respond promptly and professionally to customer enquiries via email and live chat—handle booking requests, itinerary changes, cancellations, refunds and pre-travel guidance.
• Use the CRM / ticketing system to create, update and close tickets accurately; maintain clear case notes and enforce SLA targets and quality standards.
• Resolve routine issues end-to-end and escalate complex cases to operations or team leads with clear context and recommended actions.
• Follow templates and tone guidelines while personalising messages to boost CSAT and first-contact resolution on written channels.
• Monitor chat queues and email SLAs, manage workload across multiple conversations, and prioritise high-impact requests during peak periods.
• Collaborate with reservations, ops and sales teams to coordinate bookings, confirm supplier details, and feed process improvement insights to reduce recurring tickets.

Skills & Qualifications

Must-Have

Preferred

Benefits & Culture Highlights

To apply, highlight your email / chat support experience, relevant CRM tools used, and any travel-industry exposure. We seek reliable, written-communication experts who thrive in a fast-paced remote environment and deliver exceptional customer experiences.

Skills : email,chat,customer

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Skills Required

google sheets , Excel