Customer Service Executive

Job Description

This role is essential in providing top-notch customer service and contributing to the overall success of the team.

Key Responsibilities:

Customer Interaction:

• Respond to customer/member inquiries via phone, email, and online chat in a professional and timely manner and as per department SOPs.
• Provide accurate information about products, services, and reservations processes.
• Assist members with booking reservations, changes, and cancellations while ensuring a smooth and hassle-free experience.

Reservations Management:

• Process and confirm customer reservations in accordance with company policies and procedures.
• Handle special requests and ensure that all booking details are accurate.
• Issue Resolution:
• Address and resolve customer/member complaints or concerns, escalating complex issues to the appropriate department or manager as needed.
• Follow up with customers/members to ensure their concerns are resolved and that they are satisfied with the outcome.

Customer Relationship Management:

• Build and maintain positive relationships with customers/members.
• Use customer relationship management (CRM) tools to document interactions and track customer preferences and feedback. (prior knowledge of View Point is good to have)

Product Knowledge:

• Stay informed about company products, services, and promotions to provide customers with accurate and up-to-date information.
• Participate in training sessions to continuously improve product knowledge and customer service skills.

Administrative Tasks:

• Maintain accurate records of customer interactions, transactions, and bookings.
• Prepare and send out confirmation emails, invoices, and other relevant documents to customers.

Qualifications:

• Diploma or Bachelor's Degree ( Business / Hospitality or a related field is a plus.)
• A minimum of 2+ years of experience in customer service, preferably in reservations or hospitality environment.
• Candidates should be currently based in Bangalore
• Strong communication skills, both verbal and written.
• Excellent interpersonal skills with the ability to build rapport with customers.
• Ability to handle multiple tasks simultaneously and work under pressure.
• Proficiency in using customer service software, CRM systems, and Microsoft Office.
• A positive attitude and a genuine desire to help others.
• Attractive commission/incentives.

Work Environment:

• This role may require working in shifts, including evenings, weekends, and holidays, depending on business needs.
• The work environment is fast-paced and may involve managing a high volume of member interactions.