Job Description

Role Summary

As a Customer Support Officer at IGT Solutions, you will be the primary point of contact for global customers, primarily within the

travel, transportation, and hospitality sectors

. Your goal is to provide seamless, high-quality assistance across multiple channels (voice, email, and chat), ensuring that every traveler's experience is smooth and stress-free.

Key Responsibilities

Omnichannel Support:

Handle inbound and outbound queries via phone, email, and live chat with professionalism and empathy.

Problem Resolution:

Troubleshoot and resolve customer issues regarding flight bookings, hotel reservations, cancellations, and refunds.

Product Knowledge:

Maintain an up-to-date understanding of client-specific policies, travel regulations, and loyalty programs.

Documentation:

Accurately log all customer interactions in the CRM (Customer Relationship Management) system.

Performance Metrics:

Meet or exceed key performance indicators (KPIs) such as Average Handle Time (AHT), Customer Satisfaction Score (CSAT), and Quality Assurance (QA) targets.

Escalation Handling:

Identify and escalate complex issues to the appropriate department or supervisor when necessary.

Requirements & Qualifications

Education:

High School Diploma or equivalent; a Bachelor's degree in Hospitality, Travel, or Tourism is a plus.

Communication:

Exceptional verbal and written communication skills in

English

(additional languages are often a significant advantage).

Technical Proficiency:

Comfortable navigating multiple software systems simultaneously and proficient in MS Office.

Soft Skills:

Strong emotional intelligence, active listening, and the ability to remain calm under pressure in a fast-paced environment.

Flexibility:

Willingness to work in a

24/7 shift environment

, including weekends and public holidays, to support global time zones.

Preferred Skills (The "Extra Mile")

GDS Knowledge:

Prior experience with Global Distribution Systems like

Amadeus, Sabre, or Galileo

.

Industry Experience:

Previous experience in a BPO, International Call Center, or the Travel/Airlines industry.

Multitasking:

Ability to manage high-volume interactions without compromising on quality or detail.

Why Join IGT Solutions?

"IGT Solutions is more than just a workplace; it's a global hub for innovation in the travel industry. You will have the opportunity to work with world-class brands, access continuous learning programs, and grow your career in a diverse, multicultural environment.

Job Type: Full-time

Pay: ?15,000.00 - ?25,000.00 per month

Benefits:

Commuter assistance Flexible schedule Health insurance Internet reimbursement Leave encashment Life insurance Paid time off Provident Fund
Work Location: In person