Call Center Agent

**Role: Call Center Executive (Travel)**

**Location: Pune, Maharashtra**

**Work Mode: On-site (Work from Office)**

**Shift Timing: Rotational Shift / Rotational Week Off**

**Work Schedule: 5 days a week (Rotational)**

**About IGT Solutions**:
IGT Solutions is a next-gen customer experience (CX) company that defines and delivers AI-led transformative experiences for global and innovative brands using digital technologies. Combining Digital and Human Intelligence, IGT is the preferred partner for managing end-to-end CX journeys across Travel and High-Growth Tech industries. Established in 1998, with a 100% focus on customer experience, IGT employs over 25,000 customer experience and technology specialists, providing services to 85 marquee customers globally. IGT’s global footprint includes 30 delivery centers across China, Colombia, Egypt, India, Indonesia, Malaysia, Philippines, Romania, South Africa, Spain, UAE, the US, and Vietnam.

**Job Summary**:
We are seeking a skilled and customer-oriented English-speaking Customer Care Agent to join our dedicated customer care team. As a Customer Care Agent, you will be the first point of contact for our customers, providing prompt and professional assistance to resolve their inquiries. Your primary focus will be ensuring customer satisfaction, building positive relationships, and maintaining a high level of service quality.
- **Excellent writing and speaking skills in English (C1 level ) is mandatory and English is required on a B2 level**

**Customer Support**: Respond to calls from English**:

- speaking customers** in a courteous and efficient manner.

**Issue Resolution**: Address customer inquiries, concerns, and complaints, striving to resolve issues effectively and in a timely manner.

**Customer Feedback**: Gather and document customer feedback, suggestions, and complaints, and communicate insights to the management team for process improvements.

**Customer Satisfaction**:Strive to achieve high levels of customer satisfaction by meeting or exceeding established customer service metrics.

**Requirements**:
**Language Skills**: Fluency in English at C1 level (both written and spoken) is essential with Proficiency in English at B2 level

**Customer Focus**: A customer-centric mindset with a strong dedication to delivering exceptional service.

**Problem-Solving**: Analytical and creative problem-solving abilities to resolve customer issues effectively.

**Empathy**:Ability to understand and empathize with customers' needs and concerns.

**Team Player**: Ability to collaborate with team members and contribute to a positive team environment.

**Flexibility**: Willingness to work in shifts and adapt to changing schedules based on business needs.

**Computer Literacy**: Proficient in using computer systems, software, and CRM tools to manage customer interactions and information

**Key Responsibilities**:
**Qualifications & Requirements**:

- Must be at least 18 years of age
- Open availability during hours of operation
- **One (1) year of call center experience**:

- **Preferred experience in the travel industry or personal use of travel products (flights, cars, hotels, cruises, vacation packages)**:

- Customer service experience preferred
- Strong knowledge of Microsoft Word, Excel, and MS Office
- Commitment to excellent customer service
- Strong typing skills
- Excellent problem-solving and decision-making skills
- Effective written, verbal, and interpersonal communication skills

**Education**:

- High School Diploma (or equivalent) required

**Salary Range**: 21,000 per month net take home salary

**Benefits**:

- **Qualifications/Requirements**

Undergraduate/Graduate/Diploma

**Benefits & Programs**
- _5 Days Working_
- _Overtime Paid_
- _Incentive Upto Rs.8000/-_
- _Referral Bonus_
- _Cab Facility
- Chargable during Day Shift_
- _9 Hours including Break Hours_

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship, or marital status. We maintain a non-discriminatory environment free from intimidation, harassment, or bias based on these grounds.

Pay: ₹18,000.00 - ₹21,000.00 per month

**Benefits**:

- Provident Fund

Schedule:

- Day shift
- Rotational shift

Work Location: In person