Customer Service Executive
2 months ago
PositionCustomerServiceExecutive
ClassificationVoice/ Domestic / Travel / TicketingOperations
ReportstoTeamLeader Customer Service /Manager
Education12thPass minimum graduatespreferred
LocationBorivaliWest
ShiftsRotating Shifts (07am2 pm 2 pm 10 pm 10 pm to 7am)
Daysworking 6daysworking
Jobdescription
- Assistmembers with understanding program benefits and consult them ontravel portalinquiries
- Resolvequestions and be able to process all travelinquiries
- Assistmembers with schedule changes reinstate cancelled bookings; andoverall troubleshooting for any irregularcase.
- Fieldinbound calls or make outbound calls for the majority of yourshift
- Personallyresponsible for individual customer satisfaction andresolution
- Collaboratewith team members partners to ensureresolution
- Manageloyalty related questions fromclients
- UpdateCRMinternally
- Ableto take email chat and voice requests fromclients
Requirements
- TravelTourism / Hospitality experiencerequired
- Minimum1 year of experience in a call centerenvironment
- Goodcommunication skills with fluency inEnglish
- Experienceservicing a Domestic customerbase
- AirlineTravel and Resorts experiencerequired
- GDSTravel Software experiencerequired
- Shouldbe able to read fare Rules &Penalty.
- Ableto learn new process quickly and adaptable tochange
- Comfortablemaking outbound and taking inboundcalls
1. Quality Monitoring and Evaluation: Conduct thorough evaluationsof customer interactions to assess quality standards, compliance,and customer satisfaction levels. Identify areas for improvementand provide actionable feedback to agents and management. 2.Performance Analysis and Reporting: Analyse performance metrics toidentify trends and opportunities for enhancement. Generate reportsto track performance and quality outcomes, providing insights fordecision-making. 3. Process Improvement and Compliance: Collaboratewith stakeholders to identify process inefficiencies and implementimprovements. Ensure adherence to regulatory requirements, companypolicies, and industry standards. 4. Product Training Delivery:Develop and deliver comprehensive product training programs tocustomer service representatives. Covering features, benefits,updates, and troubleshooting procedures related to travel productsand services.
Education
Graduate
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