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

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.

Flights are essential; bus and train experience is a plus.

Hands-on knowledge of GDS and LCC booking, refund, and reissue processes.

Excellent written English for public-facing replies, with a calm, empathetic tone under pressure.

Good phone etiquette and objection-handling skills.