About the role

Key Responsibilities  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. Qualifications: BACHELOR OF ARTS

Customer Service

About the role

Similar jobs