Customer Service Representative

About Etech

Etech is a leading provider of customer engagement solutions and services utilizing inbound and outbound voice as well as web chat. For over a decade, we have been helping companies cost effectively acquire new customers and maximize profits by servicing and growing existing customers. We are a Tier One preferred provider for Fortune 500 companies and employ roughly 3,000 team members operating in 8 Global Centers (5 in the US, 2 in India, and 1 in Jamaica)

Company Website:https://www.etechgs.com/

Department:Operations

Reports To:Team Leader

Working Hours:Five days a week, Full Time (Flexible with Shift times)

Essential Duties and responsibilities :

ؠSpecific duties as a Customer Service Representative include:

ؠDeal directly with customers via ticketing in Sales force

ؠRespond promptly to customer inquiries.

ؠHandle and resolve customer complaints.

ؠEnsure that refunds are applied timely and accurately to each customer account.

ؠProvide excellent service and communication through phone and email with customers, affiliates, and suppliers.

ؠRoute direct requests and unresolved issues to the designated resource based on inquiry.

ؠHandling escalated inquiries from travellers who have run into an issue or concern with their hotel booking.

ؠResearching/Analysing inquiries and utilizing problem solving skills to meet the customer's travel needs.

ؠCoordinating with 3rd party agents to resolve the travel and hotel booking inquiries.

ؠWorking with other hotel partners to assist travellers with their service inquiry.

ؠCapable of resolving complex issues without Supervisor guidance

ؠGoal oriented and willing to exceed expectations

ؠWorks quickly without sacrificing the quality of work

ؠAble to juggle multiple tasks at once (i.e., checking the knowledge base, updating the CRM and taking notes in your helpdesk), all while attending to the customer's needs

Will be expected to handle inbound/outbound service & sales calls based on business need

Specific qualifications:

ؠAbility to assist with planning and arranging travel inquiries while collaborating with all departments.

ؠStrong geographical skills.

ؠExperience dealing with irate customers and following cash applications or accounts receivable guidelines.

ؠFresher or have basic knowledge related to travel hospitality/airline industry and or customer service preferred.

ؠProficiency in the Microsoft Office Suite and advanced Internet skills (Word, Outlook, PPT and Excel).

ؠExcellent phone etiquette with a high degree of professionalism in communication.

ؠHighly motivated & passionate with an affinity for excellence customer service

ؠAbility to meet assigned deadlines; meet and or exceed quality goals

ؠAbility to handle high volume transaction inquiries and maintain quality expectations

ؠAbility to work ANY schedule in a 24-7 contact center.

Language Skills :

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.Ability to write routine reports and correspondence.Ability to speak effectively before groups of customers or employees of organisation.

Experience:

Fresher or minimum of 1-year experience required in:

ؠProfessional service background

ؠCalling Program