We are looking for detail-oriented, customer-focused individuals to join our Non-Voice Chat and Email Support team for Etihad Airways. You will be responsible for assisting customers with their travel-related queries through written communication, ensuring timely and accurate responses while maintaining a high level of customer satisfaction.

Key Responsibilities:

• Handle customer interactions via live chat and email for flight bookings, changes, refunds, baggage issues, loyalty program queries, and more.
• Provide accurate and prompt information about Etihad’s policies, services, and flight schedules.
• Ensure all customer interactions are logged correctly in the CRM.
• Work collaboratively with other departments (e.g., ticketing, refund, loyalty) for escalations and follow-ups.
• Maintain a high standard of grammar, spelling, and tone in all written communications.
• Meet performance KPIs such as AHT, CSAT, Quality Scores, and Response Time SLAs.
• Stay updated on airline procedures, COVID/travel regulations, and service updates.

Skills & Qualifications:

• Education: 12th Pass / Graduate in any discipline.
• Experience: 1–3 years in BPO/customer service (non-voice/chat/email process preferred).
• Excellent written English communication skills – grammar, clarity, and tone are crucial.
• Typing speed of 35–40 WPM with high accuracy.
• Strong reading comprehension and the ability to multitask between systems and chats.
• Tech-savvy with the ability to use CRM tools and airline systems.
• Willingness to work in 24/7 rotational shifts including weekends and holidays.

Process Name : Ethihad (Non voice chat )

Designation : Customer Support Executive 

Qualification : Grad or UG with Min 6 Months of Exp Mandatory

Note : No Freshers must have chat experience to clear VNA LIVE CHAT

Shifts : Rotational Shifts 

Quality - 4+ { No MTI } Excellent communication

DOW : 5 days Working 2days off 

Location : 4th Floor, MSR North Tower, MS Ramaiah North City, Manayata Tech Park, Nagavara, Bengaluru, Karnataka 560045

Transport : 2 ways Transport { radius of 20 km } or 2k Travel Allowance 

Salary : 30k TH 35k CTC + Incentive ( based on last take home )

Rounds of Interview :

HR

Voice Versant { 60 }

VNA live chat

Mettil assessment { based on grammer }

Ops 

Age - Max 35

About Company

IGT Solutions is a global customer experience (CX) company established in 1998, specializing in digital and business process services for the travel, transportation, hospitality, retail, gaming, and fintech sectors. Headquartered in India with a global presence across 31 delivery centers, the company offers AI-led solutions, including contact center management, digital engineering, and intelligent automation, to enhance customer journeys for major global brands.