Customer Service Representative

About the role

Shroff Travel is recruiting a Customer Service Representative to work across air tickets, tours, travel products, reservations, customer service, sales support, and travel operations. In this position, you will help customers resolve questions and service issues through clear, timely support. This is a full-time, 100% remote role open to candidates based in Tennessee.

Responsibilities

• Respond to customer or client questions related to air tickets, tours, travel products, reservations, customer service, sales support, and travel operations through approved phone, email, chat, or ticketing channels.
• Review account or request details and document each interaction with complete notes and next steps.
• Resolve routine questions and service issues within policy and escalate complex or unresolved cases across ticketing, tours, and travel sales.
• Follow up on open cases, promised actions, or missing information so customers receive timely updates.
• Use approved knowledge resources and procedures while adapting communication to the customer's specific question while supporting ticketing, tours, and travel sales.
• Meet service-quality, response-time, documentation, and customer-satisfaction expectations.

Requirements

• High school diploma or equivalent; prior customer-service experience is helpful but not required for entry-level roles.
• Strong written and verbal communication with a patient, professional, solution-focused approach.
• Comfort using CRM, ticketing, email, chat, phone, and web-based customer-service tools.
• Ability to learn policies and service information quickly and explain them clearly.
• Reliable internet access, a quiet workspace, and the ability to work independently.
• A pre-employment background check is required.

Pay

$46,000 - $53,000 per year

Schedule

Full-time, 100% remote (Tennessee-based candidates only)