Customer Service Representative

**What We Offer**: - Transportation allowance - Canteen Subsidy - Night Shift allowance as per process - Schedule Attendance Bonus - Health Insurance - Tuition Reimbursement - Incentive components campaign wise - Work Life Balance Initiatives - Rewards & Recognition - Internal movement through IJP **What You’ll Be Doing**: - Organized and thrives in a complex work environment, balancing multiple task and priorities and responding promptly to customer inquiries. - Always ensuring a high-level customer service experience with every interaction - Handle queues for areas of responsibility to ensure response time and quality goals are meet - Ability to identify and make effective decisions based on level of authority to resolve, and escalate to other resources to provide resolution in a timely manner - Attention to detail and ability to learn and retain knowledge of services and offerings - Create claim refunds for eligible guests under our policy guidelines - Providing accurate, valid, and complete information by using the right tools, methods, and processes, for a positive customer service experience. - Have a problem-solving and solutions driven mentality - Navigating different online tools (Zendesk, Incontact) and other hotel partner websites to locate and provide accurate information, following set process and procedures - Respond promptly to customer inquiries. ( via ticketing in Zendesk) - Strong verbal and written communication skills - Handle and resolve customer complaints. - Ensure that refunds are applied timely and accurately to each customer account. - Route direct requests and unresolved issues to the designated resource based on inquiry. - Handling escalated inquiries from travellers who have run into an issue or concern with their hotel booking. - Seek to understand the customer’s needs; research & analyse the inquiry to provide options that best meet the needs of the customer - Coordinating with 3rd party agents to resolve the travel and hotel booking inquiries. - Working with other hotel partners to assist travellers with their service inquiry. - Capable of resolving complex issues without Supervisor guidance - Goal oriented and willing to exceed expectations - Works quickly without sacrificing the quality of work (QA Scores should be >85%) - Able to juggle multiple tasks at once (i.e., checking the knowledge base, updating the CRM and taking notes in your helpdesk), all while attending to the customer’s needs - Will be expected to handle inbound service & sales calls based on business needs - CSRs are expected to resolve 10 tickets per hour (>=80 tickets per day) - Adhere to the schedule allotted by the leader (>90% adherence required) - Taking ownership of the tickets (i.e., you are responsible for the tickets assigned to you, and should be solved in a given time frame) - Other duties may be assigned as necessary. **We Expect You To Have**: - HSC & Above - Ability to assist with planning and arranging travel inquiries while collaborating with all departments. - Strong geographical skills. - 1-2 years of experience within the travel hospitality/airline industry and or customer service preferred. - Proficiency in the Microsoft Office Suite and advanced Internet skills (Word, Outlook, PPT and Excel). - Excellent phone etiquette with a high degree of professionalism in communication. - Highly motivated & passionate with an affinity for excellence customer service - Ability to meet assigned deadlines; meet and or exceed quality goals - Ability to handle high volume transaction inquiries and maintain quality expectations - Ability to work ANY schedule in a 24-7 call center **Job Title** **Customer Service Representative - Prime Agent **Department** **Etech Insights (EI) **Location** **Gandhinagar