Customer Service Executive

Sastaticket.pk is a leading Online Travel Agency (OTA) and tech company serving millions of users. We are building a trusted digital travel platform that simplifies how people search and book travel.
We are hiring Customer Service Executives who are passionate about delivering exceptional customer experiences and helping travelers plan smooth and memorable journeys.
This role is designed for individuals who thrive in a fast-paced, dynamic, and continuously evolving environment, where adaptability, positivity, ownership, and performance excellence are key to success.
Important Requirement
This position is strictly for the Evening Shift. Only candidates who are comfortable and available to work evening shifts should apply.
About the Role
You will be responsible for supporting customers throughout their travel journey. This includes providing accurate travel information, assisting with bookings, handling modifications, and resolving post-booking queries.
We offer opportunities across junior to mid-level positions, based on education, experience and capability.

Key Responsibilities

• Handle incoming customer calls in a professional, courteous, and timely manner while ensuring a positive customer experience at every interaction
• Understand customer needs and provide accurate information regarding travel options, bookings, policies, and available services
• Guide customers step-by-step through the entire booking journey, ensuring clarity and ease of process
• Manage end-to-end booking activities including new reservations, modifications, cancellations, refunds, and rebookings while ensuring all system updates are accurately recorded
• Troubleshoot customer issues effectively and provide timely resolutions while maintaining ownership of each case until closure
• Handle escalated or complex customer queries (as per experience level) with patience, confidence, and strong problem-solving skills
• Demonstrate empathy and active listening when dealing with customer 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 ensure pending issues are resolved and satisfaction is achieved
• Maintain high service quality standards while working toward first-contact resolution and efficiency targets
• Stay updated on company policies, product changes, pricing updates, and system enhancements to ensure accurate customer guidance
• Maintain proper documentation of all customer interactions in CRM/tools with attention to detail and 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 customer issues, process gaps, and improvement opportunities
• Ensure adherence to all internal processes, quality standards, and compliance guidelines while delivering customer service

Training & Development

We provide 1 month of structured training upon joining to ensure you are fully equipped with product knowledge, systems, and customer handling skills.
This is followed by continuous on-the-job support and guidance to help you grow and perform effectively in your role.
Working Schedule

• 6 days working per week
• 1 weekly off (as per assigned roster/schedule)
• Shift Timings:
• For female staff : 2 PM to 10 PM and 3 PM to 11 PM
• For male staff : 4 PM to 12 PM, 5 PM to 1 AM and 6 PM to 2 AM

Work Environment & Mindset
We are not just hiring for skills—we are hiring for mindset.
The ideal candidate thrives in a:

• Fast-paced and dynamic environment
• Performance-driven culture where accountability and results matter
• Setting that requires adaptability to change and evolving processes
• Customer-first environment where service quality is a priority

We are looking for individuals who:

• Take ownership of their work and outcomes
• Stay positive and composed under pressure
• Adapt quickly to new systems, processes, and challenges
• Communicate with clarity, empathy, and confidence
• Are open to learning, feedback, and continuous improvement

Qualifications & Skills

• Bachelor’s degree (completed or in progress)
• 0–7 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 in a fast-paced environment
• Experience with CRM or booking systems is a plus
• Ability to handle escalations and meet performance expectations

What We Offer

• Market-competitive salary
• Monthly performance incentives
• Medical coverage for self & dependents
• Gratuity
• Annual travel allowance
• Pick & drop facility for female employees
• Continuous learning and development opportunities
• A collaborative and growth-oriented culture

Apply Only If You are comfortable working in the evening shift and are excited to be part of a fast-paced, dynamic, evolving, and performance-driven environment where customer experience is the top priority.
This role is best suited for individuals who demonstrate genuine passion, adaptability, positivity, ownership, and a strong willingness to learn and grow, with a commitment to personal and professional development.
If you are ready to grow, adapt, and contribute meaningfully, we would love to hear from you.

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