Customer Service Executive - Domestic
Customer Service Executive - Domestic
Posted on :
18-10-2024
Employer Active
1 Vacancy
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Job Description
Position Customer Service Executive
Classification Voice / Domestic / Travel / Ticketing Operations
Reports to Team Leader Customer Service / Manager
Education 12th Pass minimum graduates preferred
Location Borivali West
Shifts Rotating Shifts (07am2 pm 2 pm 10 pm 10 pm to 7 am)
Days working 6 days working
Job description
- Assist members with understanding program benefits and consult them on travel portal inquiries
- Resolve questions and be able to process all travel inquiries
- Assist members with schedule changes reinstate cancelled bookings; and overall troubleshooting for any irregular case.
- Field inbound calls or make outbound calls for the majority of your shift
- Personally responsible for individual customer satisfaction and resolution
- Collaborate with team members partners to ensure resolution
- Manage loyalty related questions from clients
- Update CRM internally
- Able to take email chat and voice requests from clients
Requirements
- Travel Tourism / Hospitality experience required
- Minimum 1 year of experience in a call center environment
- Good communication skills with fluency in English
- Experience servicing a Domestic customer base
- Airline Travel and Resorts experience required
- GDS Travel Software experience required
- Should be able to read fare Rules & Penalty.
- Able to learn new process quickly and adaptable to change
- Comfortable making outbound and taking inbound calls
1. Quality Monitoring and Evaluation: Conduct thorough evaluations of customer interactions to assess quality standards, compliance, and customer satisfaction levels. Identify areas for improvement and provide actionable feedback to agents and management. 2. Performance Analysis and Reporting: Analyse performance metrics to identify trends and opportunities for enhancement. Generate reports to track performance and quality outcomes, providing insights for decision-making. 3. Process Improvement and Compliance: Collaborate with stakeholders to identify process inefficiencies and implement improvements. Ensure adherence to regulatory requirements, company policies, and industry standards. 4. Product Training Delivery: Develop and deliver comprehensive product training programs to customer service representatives. Covering features, benefits, updates, and troubleshooting procedures related to travel products and services.
Education
Graduate
Employment Type
Full Time
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