Customer Service Executive

Job Description

The Customer Service Executive supports travelers before, during, and after their bookings and experiences. The role focuses on resolving customer questions, booking issues, cancellations, refunds, and service-related concerns efficiently. The position requires strong communication skills and the ability to work across digital customer-service channels. The executive will help maintain high customer satisfaction while identifying recurring issues and opportunities for service improvement.

Key Responsibilities:

Respond to customer inquiries through email, chat, phone, and other support channels.
Resolve booking, payment, cancellation, refund, and voucher-related issues.
Provide accurate information about travel products and experiences.
Investigate customer complaints and recommend appropriate solutions.
Coordinate with internal teams and suppliers to resolve complex cases.
Maintain accurate records of customer interactions and resolutions.
Follow established customer-service policies and escalation procedures.
Monitor recurring customer issues and communicate trends to management.
Support customers with changes to travel arrangements where applicable.
Maintain professional communication and high service standards.