Travel Customer Service Representative – Travel & Hospitality

Join Concentrix as a Travel Customer Support Specialist and help leading travel brands deliver exceptional experiences. You’ll handle inbound inquiries via phone, email, and chat, assisting customers with bookings, itinerary changes, cancellations, refunds, and travel-related questions. Using digital tools and CRM systems, you’ll resolve issues, de‑escalate concerns, and provide accurate, timely information. You’ll work within a collaborative, inclusive culture that values learning, feedback, and performance, with clear opportunities to build skills in customer experience, analytics, and global client support. Respond to customer inquiries via phone, email, and chat regarding travel bookings and services Assist with new bookings, itinerary changes, cancellations, and refunds following client policies Use CRM, ticketing, and travel systems to research, document, and resolve customer issues De-escalate challenging situations and provide empathetic, clear, and accurate guidance Meet or exceed KPIs for quality, handle time, and customer satisfaction Identify and recommend suitable alternatives, upgrades, or additional services when appropriate Collaborate with team members and leaders to share insights and improve processes Stay current on client products, travel policies, and promotions through ongoing training Customer support (phone, email, chat) Travel booking systems (GDS/online platforms) CRM and ticketing tools Issue resolution and de-escalation Written and verbal communication Multitasking in fast-paced environment Basic sales and cross-sell skills Time management and prioritization Data entry and documentation accuracy Troubleshooting travel-related issues Medical Insurance Dental Insurance Vision Insurance Life Insurance 401k IATA or travel industry certification (preferred) Customer service certification (e.g., HDI, CX-related) preferred