Customer Service Operations Coordinator

New Delhi - India

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Position: Customer Service Operations Coordinator

Location: Onsite(Noida India)

Employment Type:Full-Time

The Customer Service Operations Coordinator supports day-to-day customer service operations across U.S. and India time zones by monitoring service performance coordinating workflows and providing escalation and administrative support. This role is a non-supervisory coordinator-level position focused on operational execution continuity of coverage and cross-team coordination.

Key Responsibilities

Support daily customer service operations by taking ownership of the open items assigned tasks coordinating coverage workflows and operational needs across U.S. and India business hours.
Assist contact center agents requests for assistance and review of Sabre related issues and processes.
Support the team with troubleshooting pre-booking errors and escalation of system errors to relevant teams.
Monitor Jira Queues and resolve Customer Issues which require follow up.
Contact Travel Suppliers to resolve Customer related issues.
Support escalated customer issues by coordinating with appropriate teams and ensuring follow-through without direct authority over team members.
Partner with internal stakeholders and external vendors to support operational needs and service continuity.
Provide general administrative and operational support as needed to ensure smooth day-to-day execution.
Other tasks as needed.

Required Skills & Competencies

Solid customer service mindset with a focus on consistency quality and follow-through.
Strong Customer Service focused problem solving skills
Strong Native Sabre GDS knowledge inclusive of command lines exchanges refunds and schedule processes.
Strong interpersonal skills with the ability to coordinate across teams and time zones.
Strong verbal and written communication skills.
Proficiency with call center systems.
Experience with CRM ticketing and documentation tool (preferably Jira)
Familiar with Office tools (e.g. SharePoint and Excel)
Ability to work under pressure manage competing priorities and meet deadlines.
High attention to detail and commitment to accuracy.

Education

Any Bachelors degree or equivalent relevant practical experience.

Desired Experience

24 years of experience in a call center customer service or operations support environment.
Experience supporting day-to-day operations reporting coordination or escalation processes.
Proficient with excel formulas and data analysis applications.

Physical & Travel Requirements

Prolonged periods of sitting and working at a computer.

Switchfly Core Values to consider for this position:

Customer Obsession:

Our commitment to customers is part of our DNA. We innovate on their behalf and treat them how wed want to be treated with care respect and dedication. Theres no greater reward than delivering a Wow to a thriving happy customer.

Bold and Fearless Innovation:

We think big act courageously and challenge ourselves daily. With curiosity and ambition we push boundaries to build the future one bold idea at a time.

Were looking for team members in India who share this mindset and are excited to make a meaningful impact.

Switchfly is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on qualifications merit and business needs without regard to race color religion age gender sexual orientation national origin disability status or any other protected status under applicable laws.

Information on Interviews:Switchfly will communicate directly with applicants using an @ email address and will never conduct an interview in a chatroom forum. During an interview Switchfly will not request any form of payment from the applicant or information regarding an applicants bank or credit card. Should you have any questions regarding the application process please contact us at

Required Experience:

Junior IC

Position: Customer Service Operations CoordinatorLocation: Onsite(Noida India)Employment Type:Full-TimeThe Customer Service Operations Coordinator supports day-to-day customer service operations across U.S. and India time zones by monitoring service performance coordinating workflows and providing e...