Customer Service Executive

2 days ago

Pune Maharashtra, India Stuba Full time

**JOB SUMMARY**

Customer Service executives are the front-line of our global business that delivers great service locally to our key markets. Having been recognized for offering the very best in customer service, the main purpose of the role is:

- To be the face of Stuba Pacific service
- To handle majority of non-urgent calls with first time resolution, however if complex Pune team are there to take over when required.
- To work independently and be a self-motivator whilst being able to work remotely with the team in Pune.

**KEY TASKS AND RESPONSIBILITIES**

The key duties of the post are as follows:

- Resolve all customer queries to mutual satisfaction; by clarifying the customer query, determining the action required by selecting and explaining the best solution to solve the query, expediting corrections and adjustments that are viable, following up to ensure resolution
- Being able to follow service level agreements and ensuring queries are escalated timely and/or handover completed when required
- Perform various day-to-day duties;
- Ensuring assigned CRM tickets are up-to-date at all times

o Ensuring phone calls are answered timely and in a professional manner at all time

o Perform data entry task via codes and spread sheets to track vital business information when required

o Recognize and prioritize key accounts with complete ownership of the query until satisfactory resolution

o To be able to deal with difficult situations in a professional manner at all times

o Confident in using different website and systems, often at the same time whilst talking on the phone

o Be comfortable liaising with the correct departments across the business, often remotely and across time zones, for specific situations and/or queries

o Follow Customer Service processes and Stuba Operational policy at all times whilst ensuring that the satisfactory resolution is achieved by managing client expectations

o Resolve all issues by clarifying the customer's requirements; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting when required to ensure satisfactory resolution in a timely manner

o Knowing when to grasp a sales opportunity and convert into a booking
- Perform ad-hoc individual projects upon request and according to the brief

**PLACE OF WORK AND WORKING HOURS**

Pune - Rotational 8 Hrs 30 minutes shift with 30 minutes break

**Requirements**:

- Minimum of 1-year Customer Service experience within a call centre environment
- Excellent customer service with a focus on quality execution
- Able to multi-task, keep calm under pressure and remain patient at all times
- Excellent written and spoken English skills
- Excellent phone handling skills with strong listening skills
- A “can do” attitude and self-motivated
- Ability to work independently as well as part of a team, be it as a team player of a small team locally as well as in cooperation with the global team remotely
- A sound understanding of web usability & functionality
- High attention to detail with the ability to analyze information and problem solving
- Hard-working, enthusiastic and diligent
- Well organized and ability to manage time effectively
- Able to follow processes whilst adhering to tight deadlines
- Customer focussed and always looking to exceed client expectations
- Experience in a travel role
- A good understanding of world geography
- A passion for Travel

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