Inbound Customer Service Agent

About the role

We are looking for an Inbound Customer Service Agent to join our contact centre team. You will handle incoming calls, provide accurate information on our products and services, process reservations and modifications, and resolve customer enquiries while maintaining high service standards.

Key responsibilities

• Answer inbound customer calls promptly and professionally, addressing enquiries, requests and complaints.
• Provide accurate information about products and services and process travel bookings, modifications and cancellations.
• Handle customer complaints, identify issues, determine appropriate resolutions and, when necessary, escalate to the relevant department.
• Promote ancillary products such as holiday packages, loyalty programmes and other services to meet monthly sales targets.
• Identify sales opportunities and transfer qualified leads to the appropriate sales team.
• Support daily contact‑centre operations, ensuring productivity, quality standards and key performance indicators are met.

Required profile

• High school diploma or equivalent.
• Fluency in Hindi and English; additional languages are a plus.
• Ability to work long hours under pressure and handle angry or upset customers.
• Good communication skills and a customer‑focused attitude.

Required skills

• Proficiency with Microsoft Office applications.