Customer Service Executive Evening & Rotational Shifts

Turn every customer interaction into clarity, confidence, and trust.

Taking ownership of each interaction, building trust through empathy and reliable support, and continuously elevating the customer experience.

About Sastaticket.pk

Sastaticket.pk is Pakistan’s leading technology-driven travel platforms, helping millions of travellers plan and book journeys with greater ease, confidence, and choice. We are building a profitable, ambitious, engineering-led company that solves meaningful problems across travel, payments, pricing, customer experience, automation, and marketplace reliability.
We believe great businesses are built by great people. We give talented individuals meaningful ownership, exposure to important decisions, and the opportunity to grow through real responsibility and measurable impact.

Why This Role Exists

Travel can become stressful when customers need help quickly, information changes, or a booking does not go as planned. This role exists to give customers clear, accurate, and dependable support throughout their journey — resolving issues efficiently, protecting customer trust, and ensuring every case is followed through to closure.

About the Opportunity

As a Customer Service Executive, you will support customers across calls and other assigned service channels, helping with travel information, bookings, modifications, cancellations, refunds, rebookings, and post-booking queries. You will work in a fast-paced, performance-driven environment where service quality, accuracy, empathy, ownership, and adaptability matter every day.
The role can accommodate junior to mid-level profiles depending on education, experience, and demonstrated capability. New joiners receive one month of structured training followed by ongoing coaching and on-the-job support.

What You’ll Do

• Handle incoming customer calls professionally, courteously, and efficiently while maintaining a positive customer experience.
• Understand customer needs and provide accurate guidance on travel options, bookings, policies, pricing, and available services.
• Guide customers clearly through the booking journey and help them understand next steps, requirements, and available choices.
• Manage booking-related activities including new reservations, modifications, cancellations, refunds, and rebookings, with accurate system updates.
• Troubleshoot customer issues, identify the best available resolution, and retain ownership of the case until closure or appropriate escalation.
• Handle complaints and complex queries with empathy, active listening, patience, and sound judgment, according to experience level and escalation rules.
• Identify suitable travel alternatives, upgrades, or options where they improve the customer outcome.
• Proactively follow up on pending cases and close communication loops with customers and internal teams.
• Work toward agreed service-quality, first-contact-resolution, productivity, and efficiency targets without sacrificing accuracy or customer trust.
• Keep CRM and support tools updated with clear, complete, and accurate records of customer interactions and actions taken.
• Stay current on company policies, product changes, pricing updates, systems, and process changes so guidance remains reliable.
• Collaborate with supervisors and cross-functional teams to resolve customer issues that require broader support.
• Surface recurring customer problems, process gaps, and improvement opportunities that can improve service quality or reduce avoidable contact.
• Use AI and modern support tools responsibly to improve speed, consistency, and quality while validating outputs and protecting customer information.

What Success Looks Like

• Deployments become faster, safer, repeatable, and increasingly low-risk, with minimal customer disruption.
• Customer-facing systems remain reliable and responsive during normal operations and peak traffic events.
• Engineering teams have clear, actionable visibility into system health, performance, and failures.
• Mean time to recovery decreases because observability, troubleshooting, automation, and incident practices continuously improve.
• Root causes are addressed systematically, reducing repeat incidents and avoidable operational load.
• Infrastructure scales with Sastaticket’s growth without compromising security, reliability, or cost discipline.
• You anticipate operational risks, close loops, and require less supervision as your ownership expands.

What You’ll Learn

• Cloud and platform engineering for a high-traffic, transaction-heavy online travel business.
• Operating AWS and Kubernetes infrastructure behind real-time search, pricing, booking, payments, loyalty, and external integrations.
• Reliability engineering, incident management, observability, and performance optimization in production.
• Infrastructure automation and deployment practices that improve engineering speed without compromising stability.
• Networking, security, and cost trade-offs in a growing consumer technology platform.
• Cross-functional platform ownership across Product, Engineering, QA, Security, and business-critical partners.

Career Growth

Strong performance can lead to broader ownership across cloud architecture, platform engineering, reliability, security, FinOps, and technical leadership. Growth is based on demonstrated capability, judgment, extreme ownership, and measurable improvement in the reliability and leverage of the systems and teams around you.

What We’re Looking For

• Bachelor’s or master’s degree in Computer Science or an equivalent technical discipline.
• 2+ years of experience in DevOps, Cloud, Platform Engineering, or a similar role.
• Strong hands-on experience with AWS and operating Kubernetes (EKS) in production.
• Practical Infrastructure as Code experience using Terraform.
• Hands-on CI/CD experience using GitHub Actions.
• Experience with monitoring and observability tools such as CloudWatch, Prometheus, Grafana, ELK, or Datadog.
• Strong Linux fundamentals and excellent troubleshooting and incident-handling skills.
• Solid understanding of networking concepts and architectures.
• Experience with Docker and Helm is an advantage.
• Knowledge of AWS cost optimization and FinOps practices is an advantage.
• Exposure to security- or compliance-driven environments, including payment or PCI-related workflows, is an advantage.
• Familiarity with SRE principles such as SLIs, SLOs, and error budgets is an advantage.
• Experience supporting high-traffic consumer platforms such as travel, e-commerce, or fintech is an advantage.

What Will Help You Thrive

The people who succeed at Sastaticket are those who:

• Build trust by keeping systems dependable, communicating clearly during incidents, and being transparent about risks, assumptions, and mistakes.
• Take extreme ownership by following problems through to resolution, closing loops, escalating early, and driving long-term fixes rather than stopping at recovery.
• Stay customer-focused by understanding that infrastructure reliability, speed, and security directly shape the customer’s ability to search, book, and pay with confidence.
• Demonstrate technical and commercial curiosity by understanding why systems behave as they do and how infrastructure decisions affect customers, engineering productivity, and business performance.
• Learn continuously by embracing feedback, strengthening technical depth, and improving judgment through real production experience.
• Deliver with speed and quality by enabling faster engineering delivery without trading away reliability, security, or maintainability.
• Leverage automation, AI, and modern tools to eliminate repetitive work, improve visibility, and increase the leverage of the engineering organization.
• Collaborate effectively by communicating clearly, sharing knowledge, and making the engineers and teams around them more successful.

What We Offer

• Market-competitive salary.
• Medical coverage for self and dependents.
• Gratuity.
• Annual travel allowance.
• Continuous learning and professional development opportunities.
• Exposure to senior leadership and important business decisions.
• Meaningful ownership and career growth based on performance and impact.
• A collaborative, ambitious, and high-performance work environment.

Location: Karachi, Pakistan · Full-time · On-site

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Ready to build your career through meaningful impact?

If you enjoy helping people, solving travel problems, and taking ownership of customer outcomes in a fast-moving environment, we’d love to hear from you.

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