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