Customer Service Associate – International Airlines Process

Gurugram | 100% Work From Office (Client Location) | Rotational 5-Day Week (Mon–Sun) | 1–5 Years Experience 

About the Role
Help travellers take off with confidence. As a Customer Service Associate in our dedicated airlines process, you’ll be the calm voice and sharp problem-solver that customers rely on when plans go awry. You’ll handle international voice interactions, untangle complex travel issues, and coordinate across multiple teams and applications to deliver timely, empathetic resolutions. This isn’t a scripted role—it’s a thinking role. You’ll investigate complaints, understand the traveller’s perspective, and navigate behind-the-scenes systems to turn frustration into relief. Based full-time at our client location in Gurugram, you’ll work alongside a supportive, high-performing team that shares your passion for service and attention to detail. If you’ve got international voice experience and a knack for problem-solving—especially in travel or airlines—this is your boarding call.


What You’ll Do

Own the Customer’s Journey: Receive inbound customer queries and complaints via voice and email, quickly grasping the nature and urgency of each situation. Your first step is always to listen and understand—because behind every complaint is a person needing help.


Coordinate for Resolution: Work across multiple internal departments and applications to piece together solutions. You’ll liaise with airport teams, ticketing, baggage, loyalty, and other service partners to resolve issues efficiently and accurately.


Communicate with Clarity: When additional information is needed, you’ll proactively reach out to customers via phone, update them on progress, and explain complex airline policies in simple, reassuring terms. Your written communication will be equally sharp—composing clear, professional emails and documenting cases meticulously.


Manage Multiple Priorities: Juggle real-time queries and follow-ups while navigating various software applications. You’ll keep your cool when queues spike and ensure no case falls through the cracks.


Report & Collaborate: Functionally report to both client supervisors and internal leadership, sharing insights, trends, and feedback that help improve the overall customer experience.


Commit to Onsite Excellence: Embrace the 100% work-from-office model at the client location in Gurugram, working 5 days a week on a rotational schedule that includes weekends (Monday to Sunday). This setup fosters close collaboration and direct access to client tools and teams—key to solving problems fast.


What You’ll Bring

Experience: 1–5 years in a customer service environment, with mandatory international voice experience. Prior exposure to travel, airlines, or help desk support is highly preferred—but if you have strong service skills and a genuine interest in the airline industry, we want to hear from you. (This role is not open to freshers.)


Communication Skills: Excellent verbal and written English skills. You can explain policies clearly over the phone and craft emails that are concise, empathetic, and accurate. Email comprehension and the ability to read between the lines are essential.


Coordination & Problem-Solving: A natural collaborator who can connect the dots across teams and applications. You understand how to investigate, ask the right questions, and follow through until the issue is fully resolved.


Tech-Ready: Comfortable working on multiple applications simultaneously and learning new systems quickly.


Flexibility & Commitment: Willing to work 100% from office in Gurugram, with no transport facility or reimbursement provided. You’re open to a 5-day rotational work week, including weekends, as airlines operate around the clock. You thrive in an onsite, team-driven culture.


Why Join Us
This is your opportunity to be part of a global IT services and consulting leader, working on a marquee airlines account that touches millions of passengers. You’ll deepen your expertise in the travel domain, build problem-solving and cross-functional coordination skills that are highly transferable, and be surrounded by a culture that rewards ownership and initiative. While transport isn’t provided, the role offers competitive compensation aligned with your experience, performance-driven growth opportunities, and the chance to work with a client that sets industry standards. Your career will take flight as you master airline operations and elevate customer satisfaction, one case at a time.


How to Apply
Are you an experienced international voice professional ready to make a difference in the travel space? Apply now with your updated CV. Highlight any airline or travel support experience—it’s your fast track to joining the team. We look forward to welcoming you aboard.