Customer Service Executive

We are looking for Customer Service Executives who are passionate about delivering outstanding service and helping travelers plan memorable experiences. This role is suitable for bachelor's students, fresh graduates, as well as experienced professionals in customer service, support, or travel-related roles.

In this position, you will guide customers throughout their journey — from providing accurate travel information to booking arrangements and resolving post-booking concerns. Depending on experience level, you will also handle more complex queries, escalations, and contribute to process improvements. Your focus will be on ensuring customer satisfaction, building trust, and driving loyalty to our brand.

We have multiple openings across junior to mid-level, as well as mid to senior-level positions.

Key Responsibilities

• Manage incoming customer calls and provide professional, timely assistance.
• Guide customers step-by-step through the booking process.
• Handle cancellations, refunds, rebookings, and other changes, ensuring records are accurately updated in the system.
• Resolve customer concerns efficiently, including complex or escalated cases (for mid-level role).
• Understand customer preferences and recommend suitable travel options or packages.
• Follow up with customers to confirm updates and ensure satisfaction.
• Address complaints empathetically and provide effective solutions or alternatives.
• Keep customers informed about current promotions, offers, and services.
• Work toward first-contact resolution and customer satisfaction targets.
• Maintain accurate documentation and ensure compliance with company policies.
• Stay updated on company products, policies, and service-related changes.
• Support junior team members and contribute to team performance improvement initiatives.

Qualifications & Skills

• Bachelor’s degree (completed or in progress).
• 0–7 years of experience in customer service, support, call center, or travel-related roles.
• Strong verbal and written communication skills.
• Excellent interpersonal skills with a customer-first mindset.
• Ability to handle a fast-paced work environment and manage multiple tasks effectively.
• Strong problem-solving and conflict-resolution abilities.
• Basic understanding of travel services, booking systems, or CRM tools is a plus.
• Proven ability to handle escalations and deliver performance targets.

We Offer

• Market-competitive salary
• Monthly incentives
• Medical coverage for self & dependents
• Company stock sharing plan
• Gratuity
• Annual travel allowance
• Pick & drop facility for females
• Opportunity to work in a collaborative, innovative environment
• Continuous learning and professional development opportunities

Location

Karachi (On-Site)

If you are interested in building your career in customer service and growing within a dynamic and supportive environment, we encourage you to apply.

Job Type: Full-time

Education:

• Bachelor's (Preferred)

Location:

• Karachi (Required)

Work Location: In person