International Customer Service Specialist

2 weeks ago


Gurgaon, Haryana, India EaseMyTrip Full time

About the Role:

We are seeking an experienced International Customer Service Specialist to join our team at EaseMyTrip. As a key member of our customer support team, you will be responsible for providing exceptional support to our international customers across different regions, including the UK, UAE, Thailand, US, Singapore, and Saudi Arabia.

Key Responsibilities:

  • Handle customer inquiries, bookings, and service issues via phone, email, and chat.
  • Assist customers in booking tailored flight, hotel, and holiday packages based on individual preferences and needs.
  • Provide prompt and precise responses to customer queries, maintaining high standards of customer service.
  • Address and resolve customer issues regarding bookings and travel arrangements, ensuring a smooth and satisfactory customer experience.
  • Manage customer interactions coming through EaseMyTrip's international websites and other meta-search engines effectively.
  • Demonstrate understanding and sensitivity towards the cultural nuances of customers from various regions.
  • Maintain up-to-date knowledge of travel products, market trends, and the specific offerings of each regional EaseMyTrip website.
  • Collect and analyze customer feedback to suggest improvements in service delivery and product offerings.
  • Employ effective sales techniques to promote and upsell products and services, enhancing revenue generation.
  • Work closely with global and local teams to ensure consistency in service and share best practices for customer engagement.

Requirements:

  • At least 3-5 years of experience in customer service or a related field, with experience handling international customers being highly advantageous.
  • Bachelor's degree in travel, tourism, hospitality, business, or a related field.
  • Exceptional verbal and written communication skills in English, with additional language proficiency beneficial.
  • Strong skills in building and maintaining relationships with customers and team members.
  • Ability to quickly address and resolve queries and issues in a dynamic, fast-paced environment.
  • Familiarity with CRM platforms, Microsoft Office Suite, and the ability to adapt to new software tools.
  • Understanding of and sensitivity to the cultural differences and expectations of a diverse international clientele.
  • Ability to handle the demands of working with clients across different time zones and adapting to varying market needs.
  • High level of accuracy and attention to detail when handling bookings and responding to customer queries.
  • Strong focus on delivering high-quality customer service consistently, with a proactive approach to meeting customer needs.


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