Social Media Escalations (Support) - Team Lead / Assistant Manager - Travel CST

About the role

You’ll be CST Travel’s voice on social media. You’ll resolve customer queries and complaints regarding flight, bus, and train bookings quickly and completely, so customers never need to reach out twice.

What you'll do

• Respond to comments, DMs, and mentions on X, Facebook, Instagram, and LinkedIn within agreed response times
• Handle pre- and post-booking queries such as refunds, cancellations, reissues, date changes, and ticketing for GDS and LCC airlines, buses, and trains
• Action bookings and PNRs directly, and work Freshdesk tickets and calls when required
• Own escalations end to end, coordinating with Operations, Product, and Tech until they are closed
• Call back dissatisfied customers to recover the experience

What you need

• 1–2 yrs of experience
• Escalation handling
• Social media
• Freshdesk
• Travel booking
• Any graduate

Good to have

• CRM
• Customer service
• Ticketing tools