Customer Service Representative

Role: Customer Service

Skill: Reservations

Experience: 1-5 years

Job Location: Mumbai

Shift: 24x7

Education: Minimum 15 years of regular, full-time education (10 + 2 + 3)

Must Have:

• Customer support voice

Good-to-Have:

• exp in Hospitality domain

Responsibility of / Expectations from the Role:

• Handle voice and non-voice customer interactions in a professional, accurate, and timely manner.
• Ensure achievement of project-defined SLAs while maintaining quality and customer experience standards.
• Coordinate effectively with internal teams including Sales, Accounts, and other support functions as required.
• Engage with internal and external stakeholders to ensure smooth process delivery and timely query resolution.
• Maintain and update daily trackers, internal reports, and performance-related data with accuracy.
• Use Microsoft Outlook for professional correspondence, coordination, and scheduling tasks.
• Work on Microsoft Excel for reporting, data tracking, and performance metrics.
• Understand customer needs, specifications, and service expectations to provide appropriate support.
• Support process improvements by identifying productivity opportunities and contributing to team performance enhancement.
• Coach and assist team members whenever required while maintaining healthy team dynamics.
• Demonstrate flexibility to work as per process and team requirements, including weekends if needed.

Required Skills and Competencies

• Strong verbal and written communication skills, preferably with hospitality domain exposure.
• Good facilitation, interpersonal, and stakeholder management skills.
• Ability to work effectively in ambiguous situations with changing priorities and multiple deadlines.
• Problem-solving mindset with strong attention to detail.
• Proficiency in Microsoft Outlook and Microsoft Excel.
• Ability to coordinate across teams and manage customer interactions with professionalism.
• Customer-centric approach with focus on timely resolution and service quality.

Preferred Experience

• Prior experience in a blended BPO process involving both voice and email support is preferred.
• Experience in hospitality, customer service, or service delivery environments will be an added advantage.
• Exposure to daily reporting, tracker management, SLA monitoring, and customer query management is desirable.