About the Role
FareEagle is hiring 2 Customer Support Agents to join our growing support team. You'll be the voice of FareEagle — helping travellers with bookings, cancellations, refunds, and travel queries across phone, email, and chat.
This role is perfect for someone who genuinely enjoys helping people, communicates clearly, and can stay calm under pressure — especially when a customer's flight just got cancelled and they need answers fast.
What You'll Do
- Handle inbound customer queries via phone, email, and support tickets — covering flights, hotels, and bus bookings
- Assist customers with booking modifications, cancellations, and refund requests
- Coordinate with airlines, hotels, and bus operators to resolve customer issues
- Guide first-time users through the booking process on FareEagle
- Escalate complex issues (failed payments, airline disputes, booking errors) to the operations team with clear documentation
- Follow up on pending refunds and keep customers updated on their status
- Update booking records, cancellation notes, and customer communication logs in the admin system
- Identify common customer pain points and share feedback with the product team to improve the platform
- Handle travel emergencies — flight cancellations, missed connections, stranded passengers — with empathy and urgency
Openings: 2 positions available
FareEagle is an equal opportunity employer. We encourage applications from candidates of all backgrounds.
Requirements
- Excellent communication skills in English and Hindi (spoken and written). Telugu is a strong plus.
- 0-2 years of experience in customer support, call centre, or helpdesk roles (freshers with strong communication skills are welcome)
- Comfortable using computers — email, web browsers, basic data entry. Training on our admin tools will be provided.
- Patient, empathetic, and professional — even when dealing with frustrated customers
- Ability to multitask and manage multiple customer conversations simultaneously
- Willingness to work in rotational shifts including weekends and holidays (travel doesn't stop on Sundays)
- Bachelor's degree in any discipline
Nice to Have
- Previous experience in travel, hospitality, or airline customer service
- Familiarity with airline ticketing systems (PNR, GDS) — not required, will be trained
- Knowledge of additional languages (Kannada, Tamil, Malayalam) for serving South Indian customers
What We Offer
- Competitive salary — ₹1.8 to 3 LPA based on experience
- Full training provided — learn the travel industry, airline systems, and customer management tools from scratch
- Growth opportunities — top performers move into Team Lead and Operations roles as we scale
- Travel perks — discounted flight, hotel, and bus bookings on FareEagle
- Supportive team — small team, no toxic work culture, your voice matters
- Skill development — learn airline booking systems, CRM tools, and travel operations
- Performance bonuses — based on customer satisfaction scores and resolution rates
