Employer description & source details
You’ll be CST Travel’s voice on social media. You’ll resolve customer queries and complaints regarding flight, bus, and train bookings quickly and completely, so customers never need to reach out twice. Respond to comments, DMs, and mentions on X, Facebook, Instagram, and LinkedIn within agreed response times. Handle pre- and post-booking queries such as refunds, cancellations, reissues, date changes, and ticketing for GDS and LCC airlines, buses, and trains. Action bookings and PNRs directly, and work Freshdesk tickets and calls when required. Own escalations end to end, coordinating with Operations, Product, and Tech until they are closed. Call back dissatisfied customers to recover the experience. Flag recurring issues and share customer feedback with the Social Media Manager so root causes get fixed. High CSAT, with no avoidable escalations or reopened cases. Consistent quality scores and adherence to process timelines. At least 1 - 2 year in customer support at a travel agency or OTA. Flights are essential; bus and train experience is a plus. Hands-on knowledge of GDS and LCC booking, refund, and reissue processes. Excellent written English for public-facing replies, with a calm, empathetic tone under pressure. Good phone etiquette and objection-handling skills. Comfort with CRM or ticketing tools; Freshdesk is preferred. Willingness to work rotational shifts in a 24x7, 6-day-week team. Experience with social listening or ORM tools.
Extracted skills: operations