Job Description

Job Summary:

We are seeking a dedicated and experienced Inbound Customer Service Associate to join our team at InSync. The ideal candidate will have a passion for providing exceptional customer service and possess at least three years of experience in an international BPO environment. This role involves working in rotational shifts as part of our 24/7 customer service operation, ensuring support is available around the clock. The position requires a commitment to a 6-day work week, offering the flexibility to work across various shifts, including nights, weekends, and public holidays.

Key Responsibilities:

• Customer Support: Handle inbound calls, emails, and chat inquiries from passengers and customers, providing accurate and timely information regarding flight bookings, schedules, baggage policies, and more.

• Issue Resolution: Address and resolve customer complaints and issues efficiently and empathetically, ensuring a high level of customer satisfaction.

• Booking Assistance: Assist customers with making new bookings, modifying existing reservations, and processing cancellations and refunds in accordance with company policies.

• Information Verification: Verify and update customer information in the company’s system to ensure accurate records.

• Policy Adherence: Ensure compliance with company policies, procedures, and industry regulations while handling customer inquiries.

• Documentation: Maintain detailed records of customer interactions, including issues raised and resolutions provided, for future reference and quality control.

• Feedback Collection: Gather and relay customer feedback to relevant departments to contribute to service improvement and customer satisfaction initiatives.

• Cross-Departmental Collaboration: Liaise with other departments such as ticketing, baggage services, and ground operations to ensure seamless service delivery.

Qualifications:

• Minimum of 3 years of experience in an international BPO process, preferably in customer service roles within the aviation or travel industry.

• Bachelor’s degree or equivalent relevant experience.

• Excellent communication skills in English (both verbal and written). Additional language proficiency is a plus.

• Strong problem-solving skills with the ability to remain calm under pressure.

• Familiarity with reservation systems and CRM software is desirable.

• Ability to work in a fast-paced environment with a customer-first attitude.

• Willingness to work in rotational shifts, including nights, weekends, and public holidays, as required for a 24/7 process.

• Flexibility to work a 6-day work week as per operational requirements.

Why Join Us?

• Opportunity to work with a global leader in the aviation industry.

• Dynamic and collaborative work environment.

• Competitive salary and benefits package.

• Professional growth and development opportunities.