Executive Contact Centre Operations
Location Gurugram, Haryana
Work Mode Work from Office (Full-time) & 6 Days
Specific Tasks
- To manage all mail from customers and ensure response and completion of all requests
- To process reservations received through emails or other specified medium, in the reservation system
- To manage all incoming calls for reservation department and ensure response all queries and maintain professional relationship and atmosphere at all times
- To assist and handle all aspects of reservations for customers and bookers
- To be aware of all company policies, rates, events and promotions
- To be up-to-date with information to answer customer queries efficiently and satisfactorily
- Will be responsible for resolving issues for customers, particularly when reservations are not logged correctly or there are problems meeting customer needs
- Follow up to ensure that appropriate actions were taken on customer's requests
- Refer unresolved customer grievances or special requests to designated departments for further investigation
- To be patient and understanding when dealing with customers who have issues or irate customers
- Coordinate with internal respective department (s) and manage all communications and resolution for booking
- Identify and solicit up-selling opportunities within the customer experience
- They must also have a sincere desire to help and a willingness to take the initiative to find solutions without assistance from management, whenever possible
- To monitor VVIP reservations and ensure seamless service delivery
- To be able to handle crisis period
- To inform supervisor of all issues and coordinate to resolve same
Qualifications & Experience
- Graduate/Post Graduate in any discipline.
- Minimum 3 years of experience in operations or service coordination.
Preferred Skills
- Must have Customer service experience.
- Excellent Communication skills
