About The Company
At Kell Tech, we're driven by one mission: to make technology work for people. We create impactful solutions that solve real-world challenges, from software solutions to data & AI innovations, trading algorithms, and customer support systems. Our strength lies in blending innovation with practicality, delivering tools that are reliable, scalable, and designed for growth. Whether it's unlocking insights from data, automating decisions in fast-moving markets, or enhancing customer experiences, Kell Tech empowers businesses to stay ahead.
About The Role
The Customer Support Representative will serve as the first point of contact for US-based travel customers requiring assistance with bookings, cancellations, rescheduling, itinerary changes, travel advisory support, refunds, or other travel-related services. The role involves delivering seamless support across multiple channels - voice, email, and chat - while strictly adhering to standard operating procedures, regulatory compliance, and SLA metrics. The ideal candidate will demonstrate excellent communication skills, empathy, and a proactive approach to resolving customer issues efficiently. This position offers an opportunity to be part of a dynamic team that values customer satisfaction and continuous improvement, contributing directly to the company's reputation and customer loyalty.
Qualifications
Exceptional verbal and written communication in English (neutral accent required for voice support).
Strong interpersonal skills and empathetic problem-solving ability.
Prior experience in travel processes or handling airline-related queries is a significant advantage.
Ability to multitask and work effectively in a high-pressure, fast-paced contact center environment.
Familiarity with CRM tools (e.g., Salesforce, Zendesk), travel booking platforms (e.g., Sabre, Amadeus), and Microsoft Office applications.
Strong attention to detail, accountability, and ownership of issue resolution.
Responsibilities
Handle inbound customer interactions with utmost professionalism through voice, email, and chat platforms.
Assist customers in resolving travel-related queries, booking modifications, ticket cancellations, refund processing, itinerary issues, and emergency travel support.
Maintain comprehensive knowledge of airline policies, travel guidelines, visa regulations, and ongoing travel advisories for the US market.
Document all customer interactions accurately in the CRM and ticketing systems with minimal delay and zero error tolerance.
Ensure timely follow-ups and proactive communication in accordance with the company's service guidelines.
Adhere to all call center KPIs, including but not limited to CSAT, FCR, AHT, adherence, and SLA compliance.
Escalate unresolved, sensitive, or high-impact cases to the appropriate resolution team following escalation protocols and documentation standards.
Maintain strict compliance with data privacy regulations (e.g., GDPR, PCI-DSS where applicable).
Stay updated with procedural changes, policy updates, and system enhancements.
Participate in regular training and calibration sessions to maintain process alignment and quality standards.
Benefits
- Be part of a fast-growing company solving real-world problems.
- Opportunity to build and shape Customer Support Systems from the ground up.
- Collaborative and innovative work culture.
- Competitive salary and growth opportunities.
Equal Opportunity
Kell Tech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, religion, gender, sexual orientation, age, disability, or any other protected status. We believe that a diverse workforce enhances our ability to serve our customers and innovate effectively. All qualified applicants will receive consideration for employment without regard to any protected characteristic.
