Customer Service Agent – Schedule Change Escalations

About the role

We are seeking a motivated Customer Service Agent to handle schedule change escalations for airline bookings. The role is based in Mumbai and involves processing a minimum of 30 PNRs per day while providing timely solutions to customers and suppliers.

Key responsibilities

• Manage inbound calls and chats related to schedule change bookings.
• Process at least 30 passenger name records (PNRs) daily, ensuring accurate updates.
• Check all schedule‑change queues and coordinate with airlines for alternative options.
• Follow up on reservations, communicate rescheduling options to customers, and confirm flights with airlines.
• Handle misconnections and ensure flights are confirmed.
• Report to the Team Leader and meet defined KPIs.

Required profile

• Minimum 1 year of experience in a customer‑service environment.
• Ability to work flexible shifts, including nights.
• Strong written and verbal communication skills.
• Self‑learning attitude and initiative.
• Critical and analytical thinking.

Required skills

What we offer

• Employee Assistance Program for personal and work‑related support.
• Term Life Insurance providing financial protection for loved ones.
• Comprehensive health insurance (Mediclaim) for you and your family.
• Meal coupons for daily meals or snacks.
• Performance‑based incentives to reward high achievers.