Customer Service Executive – Evening & Rotational Shifts

Sastaticket.pk, a leading Online Travel Agency and technology company, is dedicated to creating a trusted digital travel platform that simplifies how millions of users search and book their travel. We are currently seeking Customer Service Executives who are passionate about delivering outstanding customer experiences and assisting travelers in planning smooth and memorable journeys. This role suits individuals who excel in a fast-paced, dynamic, and continuously evolving environment, where adaptability, positivity, ownership, and performance excellence are essential.

Key Responsibilities
- Handle incoming customer calls professionally, courteously, and promptly, ensuring a positive experience at every interaction.
- Understand customer needs and provide accurate information about travel options, bookings, policies, and services.
- Guide customers step-by-step through the booking process, ensuring clarity and ease.
- Manage end-to-end booking activities including new reservations, modifications, cancellations, refunds, and rebookings, ensuring all system updates are precise.
- Troubleshoot customer issues efficiently and provide timely resolutions, maintaining ownership until closure.
- Address escalated or complex queries with patience, confidence, and strong problem-solving skills.
- Demonstrate empathy and active listening when handling complaints, ensuring concerns are acknowledged and resolved appropriately.
- Identify customer preferences and recommend suitable travel options, upgrades, or alternatives to enhance their experience.
- Proactively follow up with customers to resolve pending issues and ensure satisfaction.
- Maintain high service quality standards, aiming for first-contact resolution and operational efficiency.
- Stay informed about company policies, product updates, pricing changes, and system enhancements to provide accurate guidance.
- Document all customer interactions meticulously in CRM/tools, adhering to compliance requirements.
- Collaborate with team members, supervisors, and other departments to ensure smooth resolution of customer issues.
- Support continuous improvement initiatives by sharing feedback on recurring issues, process gaps, and opportunities for enhancement.
- Adhere strictly to internal processes, quality standards, and compliance guidelines while delivering customer service.

Required Qualifications
- Bachelor’s degree (completed or in progress).
- 0 to 7 years of experience in customer service, call center, support, or travel-related roles.
- Strong verbal and written communication skills.
- Excellent interpersonal and problem-solving abilities.
- Ability to multitask effectively in a fast-paced environment.
- Experience with CRM or booking systems is advantageous.
- Capability to handle escalations and meet performance targets.

Preferred Qualifications and Benefits
- One month of structured training upon joining, covering product knowledge, systems, and customer handling skills, followed by continuous on-the-job support.
- Competitive market salary with monthly performance incentives.
- Medical coverage for employees and dependents.
- Gratuity and annual travel allowance.
- Pick and drop facility available for female employees.
- Opportunities for continuous learning and professional development.
- A collaborative and growth-oriented work culture.

This position requires shift flexibility. Female employees will be assigned evening shifts (2 PM to 10 PM or 3 PM to 11 PM), while male employees will work rotational shifts based on business needs. The role is based on-site in Karachi, with a six-day workweek and one weekly off as per roster.

We seek candidates who thrive in a performance-driven, customer-first environment, demonstrate ownership, maintain positivity under pressure, adapt quickly to change, communicate clearly and empathetically, and embrace continuous learning. If you are comfortable with the shift requirements and eager to contribute to a dynamic and evolving company focused on exceptional customer experience, we encourage you to apply.