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Supervisor On Duty (SOD)

Supervisor On Duty (SOD)


Fareportal's( success as one of the rapidly expanding Top Three US Travel MNC, is a result of talented employees who think outside the box. We continue to look for talented individuals who want to excel in their areas of expertise.

Fareportal provides an ideal work environment for highly motivated and team-oriented people. Employees enjoy the ability to utilize their skills at a fast-paced technology company focused on the travel industry, headquartered in "Silicon Alley" in the heart of New York City.

Job Description:

  • Handling supervisor calls and resolving escalations and errors committed by Agent or Automation
  • Reduce Call Abandon rate to be able to service all customers who needs supervisor round the clock
  • Coaching and feedback to Agents to reduce errors and cost absorption
  • Handling customer call back on Compass & providing industry s best customer service experience
  • Action QC errors committed by Agents to prevent loss and correct the errors on time to avoid escalations, BBB & Blogs


Expectations and Key Areas of Responsibility: 

  • Assist and resolve all escalated issues to SOD by frontline agents, support dept or management representative
  • 9 hours Login 6.30 Hours on Phones and 1.30 on Offline Cases
  • 0 DOT, BBB, Blogs and Complaints
  • Supporting Revenue Ops Agents & Supervisors in handling Complicated Cases and resolving customer complaints & booking related issues. Ensure all feedback and complaint emails are tracked, actioned and closed with resolution
  • Co-ordinate with other Functions for Airline Waivers, Refunds, Billings and as per the company’s policies others to reduce $ Loss and cost absorption


Fareportal is driven by its people. We are one of the fastest growing travel technology companies in the world; our portfolio of travel brands, including flagship product CheapOair, receives over 100 million visitors annually. We are looking for dynamic Supervisor On Duty for our Customer Care division. The ideal candidate should be an individual contributor, smart worker and should possess ability to perform in challenging conditions.

If you want to be a part of an Organization that is growing at a rapid pace, if you have the zeal in you to perform and grow with the organization, then this is definitely for you.

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