Social Media Escalations (Support) - Team Lead / Assistant Manager - Travel CST

📋 Description

• Respond to comments, DMs, and mentions on social media platforms within agreed response times.
• Handle pre- and post-booking queries such as refunds, cancellations, reissues, and ticketing for
• 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 closed.
• Call back dissatisfied customers to recover the experience.
• Flag recurring issues and share customer feedback with the Social Media Manager.

🎯 Requirements

• At least 1-2 years in customer support at a travel agency or OTA; flights essential.
• Hands-on knowledge of GDS and LCC booking, refund, and reissue processes.
• Excellent written English for public-facing replies, calm empathetic tone.
• Good phone etiquette and objection-handling skills.
• Comfort with CRM or ticketing tools; Freshdesk preferred.
• Willingness to work rotational shifts in 24x7, 6-day-week team.

🎁 Benefits

• Opportunity to develop your career in a diverse, inclusive workplace.