Senior customer service executive

3 weeks ago

Jaipur, India Thrillophilia.com Full time

Senior Customer Support Executive JD | Thrillophilia Job Title: Senior Customer Support Executive Location: Jaipur Industry: Travel & Tourism Experience: Minimum 3 Years Role Overview:- Thrillophilia is seeking a dedicated and experienced Senior Customer Support Executive to join our dynamic team in Jaipur. The ideal candidate will have a strong background in the travel and tourism industry, excellent communication skills, and a passion for delivering exceptional customer service. As a Senior Customer Support Executive, you will be responsible for managing customer queries, resolving escalations, and ensuring a seamless travel experience for our clients. Key Responsibilities:- ● Manage and resolve customer inquiries, complaints, and escalations via calls, emails, and chats in a timely and professional manner. ● Provide expert guidance on travel-related queries, including booking confirmations, itinerary changes, cancellations, and refund processes. ● Handle end-to-end customer interactions and ensure high customer satisfaction (CSAT). ● Collaborate with internal teams such as operations, sales, and product teams to provide accurate information and resolve customer issues. ● Monitor and ensure adherence to SLAs (Service Level Agreements) for response times and resolution. ● Maintain a strong understanding of Thrillophilia’s products, services, and travel packages to provide relevant information and upsell when required. ● Identify areas of improvement in customer service processes and suggest strategies to enhance overall customer experience. ● Train and mentor junior customer support team members to ensure consistent service standards. Requirements:- ● Minimum of 3 years of experience in customer support roles, preferably in the travel and the tourism industry. ● Strong problem-solving skills and ability to handle customer escalations effectively. ● Excellent verbal and written communication skills. ● Proficient in CRM tools and customer support platforms. ● Ability to work in a fast-paced environment, managing multiple tasks and meeting deadlines. ● Strong team player with leadership skills to mentor and guide junior team members. ● Flexibility to work in shifts, including weekends and holidays, as per business requirements. Preferred Skills: ● Experience in handling international travel queries and providing personalized customer support. ● Familiarity with travel booking systems, visa processes, and travel regulations. ● Strong understanding of customer experience metrics like CSAT, NPS, etc. All About Thrillophilia:- At Thrillophilia, we're on a mission to make travel planning and booking effortless, so that travelers can focus on creating unforgettable memories. Thrillophilia’s journey is rooted in a passion for travel, exploration, and adventure. It began back in 2011 when the global market was still too young for online travel Transactions. Ever since, we have grown to become India’s largest online platform for experiential travel. An annual traffic of 150 M+ Users, 5 M+ Happy Customers, and a strong presence of 2.2 M on our Instagram, reflects our commitment to providing memorable experiences and inspiring travelers Worldwide. Our platform boasts diverse and wholesome offerings, featuring over 25,000 experiences and 2,500 holiday packages in over 150+ Destinations. From adventurous and offbeat travel to luxurious options, our aim is to provide our customers with the best experiences possible. Thrillophilia simplifies travel planning by creating personalized experiences using our expertise in destinations, local networks, AI/ML logics, and automation. Our team provides a human touch, and on-trip support ensures the best trip of your life. Bringing the finest travel ideas together, our team comprises young and lively folks who are passionate about travel, technology, marketing, partnerships, and more. Together, we have achieved many brilliant titles, such as Your Story’s best places to Work (2013), ISB’s Biz Quest (2014), Singapore Bash’s best startups (2016), London Mayor’s IE20 (2017), and more.

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