Agent I - Inbound

Job Purpose

To support the Contact Center by handling inbound customer calls across the network, providing accurate information on the company's products and services, processing reservations, modifications and cancellations, resolving customer enquiries, and promoting relevant ancillary products and services to enhance customer experience while achieving defined productivity and quality standards in compliance with company policies and procedures.

Key Result Responsibilities

• Handles customer enquiries, requests and complaints in a positive and professional manner while ensuring the company's brand image and service quality standards are maintained.to inbound customer calls promptly and professionally, addressing enquiries, requests and complaints accurately while delivering excellent customer service.
• Provides accurate information about the company’s products and services; processes travel bookings, modifications and cancellations on reservations.
• Handles customer complaints of varying complexity, identifies issues, determines the appropriate resolution, and provides timely solutions within the scope of authority.
• As needed, escalate complaints to concerned parties in Contact Center or any other division and follows up on action taken.
• Promotes the company’s products and services through cross-selling such as ancillaries, holidays packages, loyalty programs, etc. ensuring monthly targets are met thus increasing the revenue and sales.
• Identifies sales opportunities during customer interactions and transfers qualified leads to the respective Contact Center or field sales teams when required, ensuring effective follow-up.
• Demonstrates a good understanding of Contact Center processes and systems while supporting daily operations to achieve productivity, service quality and team objectives.
• Ensures all key performance indicators for customer satisfaction are achieved, including agreed service levels, quality standards and productivity.
• Demonstrates adaptability and willingness to learn new systems, products, processes and initiatives that enhance overall team performance.

Qualifications (Academic, training, languages)

• High School/Diploma or equivalent.
• Capable of understanding customers’ problems and directing them in the right channel.
• Ability to work for long hours and under pressure.
• Capable of identifying problems and immediately reacting to situations of different nature such as angry customers, complaints and special requests of customers.
• No hearing or articulatory problems.
• Capable of using technology systems and tools such as Microsoft Office.
• Fluency in Hindi & English Languages are mandatory and other languages that may be considered an advantage.
• Capability of understanding market trends and channeling them leading to effective customer care solutions
• Possesses effective communication skills that enable him/her to utilize in building sales and marketing techniques.

Work Experience

• No previous experience is required for this role; any experience would be treated as an advantage.