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Customer Service Associate

3 weeks ago

Lower Parel Mumbai Maharashtra, India Assignedge Network Pvt Ltd Full time

About the role:
The Guest Relationship Associate at is responsible for managing the customer support call center and overseeing the day-to-day handling of visitor feedback received through various channels. The role involves providing excellent customer service by addressing customer queries, managing feedback, and ensuring a positive experience for all customers and visitors.

Roles And Responsibilities:

- Call Center & Customer support Operations:
Answer incoming customer calls in a professional and courteous manner. Listen to customer inquiries and determine the nature of the call. Offer accurate and clear information regarding products, services, or policies. Address customer questions and concerns effectively. Assess customer needs and redirect them to the appropriate department or individual for specialized assistance. Log all customer interactions into the Customer Relationship Management (CRM) system. Update and maintain customer records with accurate and timely information. Identify potential sales leads during customer interactions. Capture relevant information and pass it on to the sales team for follow-up. Identify potential sales leads during customer interactions. Capture relevant information and pass it on to the sales team for follow-up. Adhere to company policies, procedures, and call center scripts as required.
- Analysis & Reporting:
Regularly review and update customer service protocols and scripts to enhance service quality.

Maintain comprehensive records of customer interactions, feedback, and resolutions.

Prepare daily, weekly, and monthly reports on customer service performance and visitor feedback for management review.

Coordinate with internal teams to address complex customer issues and escalate as necessary

Additional Responsibilities:
Working with other colleagues, proactively contribute to the success of any special events and programs.

Safety / Security:
Provide a safe environment for all guests, specifically for the children.

Communicate any safety/ performance issues regarding exhibits components

Adhere to all policies and procedures of MuSo.

Assist guests in case of an incident or an emergency

Take ownership of the safety of the facility and report and follow up on any repairs, or changes needed

Attend training and be prepared to perform emergency procedures (i.e. fire evacuation, accident reporting, etc.)

Traits & Characteristics:
Self-starter and self-motivated; thrives working in a team-oriented and collaborative environment Lots of positive energy; respectful of diversity; patient; empathetic; friendly; kind Interest and enthusiasm for working with children and families

Excellent communication skills Experience working in a fast-paced, high-volume environment Ability to work with diverse staff and guests.

Required Qualifications & Traits:
Bachelor's degree or high school diploma in hospitality, tourism, communication or a related field is such as Hotels, retail, amusement park, customer service a plus.

Minimum of 2-3 years of experience in customer service or a related role preferably in a call center environment.

Excellent verbal and written communication skills.

Strong problem-solving abilities and attention to detail.

Proficiency in using CRM software and other customer service tools.

Ability to handle multiple tasks and work under pressure.

Strong organizational and time management skills.

Ability to analyze feedback and identify improvement opportunities.

Flexibility and adaptability to handle changing priorities and workloads.

Ability to work weekends and holidays

Bilingual is highly desirable.

Supervision:
Under the direction of the Manager Guest relation & Experience of MuSo

**Job Types**: Full-time, Permanent

Pay: ₹40,000.00 - ₹45,000.00 per month

Schedule:

- Day shift
- Morning shift

**Education**:

- Bachelor's (required)

**Experience**:

- total work: 2 years (required)
- Customer service: 2 years (required)

**Language**:

- English (required)

Work Location: In person

**Speak with the employer**
+91 9920501044