Email Support Representative

Shroff Travel is recruiting an Email Support Representative to assist customers with air tickets, tours, travel products, reservations, customer service, sales support, and travel operations. This is a full-time, 100% remote role open to candidates throughout the United States.

Responsibilities

• Respond to written support requests involving air tickets, tours, travel products, reservations, customer service, sales support, and travel operations, providing clear, accurate information using approved email, chat, or ticketing tools.
• Review account or request details and document each interaction with complete notes and next steps.
• Resolve routine questions and service issues within policy; escalate complex or unresolved cases across ticketing, tours, and travel sales.
• Follow up on open cases, promised actions, or missing information to ensure customers receive timely updates.
• Use approved knowledge resources and procedures while adapting communication to the customer's specific question.
• 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

$44,500 - $52,000 per year

Schedule

Full-time, 100% remote