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Customer Service Executive

Stuba

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1-3 Years
a month ago
60 Viewed
12 Applied

Job Description

The role involves daily communication with our clients and suppliers over the telephone and via email, to assist them in a variety of ways with the booking and amending process. Other duties include ensuring that our CRM system is kept up-to-date and telephone calls answered in line with our client expectations. This role can involve being on the phone for the whole working day so an excellent telephone manner is required.

Desired skills, experience, and expectations
  • Minimum of 1-year Customer Service experience within a call centre environment
  • Excellent customer service with a focus on quality execution
  • Able to multi-task, keep calm under pressure and remain patient at all times
  • Excellent written and spoken English skills
  • Excellent phone handling skills with strong listening skills
  • A can do attitude and self-motivated
  • Ability to work independently as well as part of a team, be it as a team player of a small team locally as well as in cooperation with the global team remotely
  • A sound understanding of web usability & functionality
  • High attention to detail with the ability to analyse information and problem solving
  • Hard-working, enthusiastic and diligent
  • Well organised and ability to manage time effectively
  • Able to follow processes whilst adhering to tight deadlines
  • Customer focussed and always looking to exceed client expectations
Key skills and responsibilities
  • Candidates will need to be able to work as a team, as well as being able to motivate themselves and use their own initiative.
  • The ability to multi-task and prioritise under pressure in order to meet tight deadlines and communicate effectively internally and externally at all levels is essential.
  • To provide excellent levels of customer service according to the business service level agreements when assisting our customers via telephone or email in making, administering and cancelling bookings on our own website and with suppliers.
  • A background in the Travel Industry / Customer Service Call Centre is preferred.
  • Resolve all customer queries to mutual satisfaction; by clarifying the customer query, determining the action required by selecting and explaining the best solution to solve the query, expediting corrections and adjustments that are viable, following up to ensure resolution.
  • Being able to follow service level agreements and ensuring queries are escalated timely and/or handover completed when required.
  • Perform various day-to-day duties;
  • Ensuring assigned CRM tickets are up-to-date at all times.
  • Ensuring phone calls are answered timely and in a professional manner at all times.
  • Ensure CRM tickets are created following any phone or email query that requires further action and resolved in line with team objectives.
  • Perform data entry task via codes and spread sheets to track vital business information when required.
  • Recognise and prioritise key accounts with complete ownership of the query until satisfactory resolution.
  • To be able to deal with difficult situations in a professional manner at all times.
  • Confident in using different websites and systems, often at the same time whilst talking on the phone.
  • Be comfortable liaising with the correct departments across the business, often remotely and across time zones, for specific situations and/or queries.
  • Follow Customer Service processes and Stuba Operational policy at all times whilst ensuring that the satisfactory resolution is achieved by managing client expectations.
  • Resolve all issues by clarifying the customer s requirements; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting when required to ensure satisfactory resolution in a timely manner.
  • Knowing when to grasp a sales opportunity and convert into a booking.
  • Perform ad-hoc individual projects upon request and according to the brief.
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Last Updated: 21-06-2024 11:35:14 AM
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