Customer Service Executive

4 weeks ago

Pune, India Stuba Full time

JOB SUMMARY :


This role is an important and challenging one as the successful candidate will be responsible for handling post-travel complaints end to end in order to provide a complete after-care service for our clients. Stuba takes pride in its product and service offering which as a result delivers a low complaint ratio. It is always our aim to ensure that any issues are resolved prior to check in and at very least prior to check out. However, in the rare occasion there is a complaint this is treated seriously, and a thorough investigation is completed to ensure that the customer is satisfied with the outcome. In addition, that any compensation due is covered by the supplier where appropriate as well as the business is aware of any patterns identified to ensure that there are not reoccurring complaints.


ESSENTIAL REQUIREMENTS:


  • At least 2 years’ experience managing complaints, ideally on your own, or as a part of a team.
  • Sound understanding of working within company terms & conditions and/or industry guidelines to ensure compliance is adhered to.
  • Excellent listening, rapport building, empathising, negotiating and persuading skills to ensure customer satisfactory outcomes at minimal cost to the business.
  • Excellent written and verbal English communication skills with a high level of attention to detail and commitment to quality.
  • Advanced in MS Word and Excel with working knowledge of CRM systems is desired.
  • Be comfortable using their own initiative, managing the end to end complaints handling process themselves as well as working as part of a team to ensure the best outcome for both customer and the business is achieved at all times.
  • Proven ability to multi task, prioritise and work well in a busy pressurised environment.
  • Be customer service advocate across the business, able to both quantify issues and identify opportunities, overcoming challenges when finding solutions to reduce complaint ratio.
  • A natural problem solver with the ability to interpret data, empowered to take decisive action when required to ensure that the customer is satisfied and the right, reasonable solution is provided timely.
  • Demonstrates confident and professional manner with the ability to manage conflict, negotiate and influence at all levels.


DESIRED REQUIREMENTS:


  • A background in the travel industry and/or B2B’s.
  • Legal background or experience in handling legal claims.


KEY TASKS AND RESPONSIBILITIES :


  • To manage an end-to-end resolution of after-service queries, complaints and disputes.
  • To confidently navigate and source information from multiple internal systems and reference materials.
  • To negotiate and liaise with our suppliers and clients until a satisfactory result is achieved for all parties.
  • To process refunds or compensation payment against bookings. TBR
  • To recover from suppliers all compensation that is paid out.
  • To ensure that all after-service queries are regularly updated, responded to and closed in within industry guidelines & company SLA.
  • To manage supplier, agent and/or internal escalations to ensure KPIS are meet and SLAs adhered to.
  • To highlight any service issues or escalated cases to the After Travel Customer Service Senior Executive when relevant with suggestions or proposed next action.
  • To log and manage own workload according to department requirements.
  • To report any underlying issue(s), trends and quality concerns to the After Travel Customer Service Senior Executive with suggestions to ensure complaints do not reoccur
  • To involve Customer Support Team when necessary to check and avoid further complaints on future bookings.
  • To involve Data Team when necessary to update, remove or add relevant information shown in hotel profile or erratas.
  • To involve IT Department when necessary to investigate potential system errors / mismatches and establish liability.
  • To meet department objectives in regard to complaints.
  • To provide assistance to other areas of the business as and when required.
  • To provide emergency cover to our Customer Support Team as and when required by the business.


PLACE OF WORK AND WORKING HOURS:


Pune, India

10 AM – 7 PM (Remote)

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