Customer Service Executive

Job Title: Customer Service Executive

Employment Type: Full-Time

Department: Customer Support

Work location: Gurugram (WFO)

About the Role We are looking for a dedicated and empathetic Customer Service Executive to act as the primary point of contact for our customers. In this role, you will be responsible for resolving customer queries through the client ticketing system. Need to ensure better customer service and maintaining good Csat scores.

Key Responsibilities-

• Customer Interaction: Act as the first line of support for inbound customer inquiries via phone, email, and live chat, ensuring prompt and professional responses.

• Issue Resolution: Identify, troubleshoot, and resolve customer issues effectively. Escalate complex or unresolved problems to the appropriate internal teams or senior management when necessary.

• CRM Management: Accurately document all customer interactions, feedback, and resolutions in the Customer Relationship Management (CRM) system.

• Customer Experience: Proactively identify opportunities to improve customer experience and de-escalate tense situations with empathy and active listening.

• Feedback Loop: Collect and synthesize customer feedback to share with the reporting supervisors, helping drive continuous improvement.

• Performance Metrics: Meet or exceed established KPIs.

Qualifications & Requirements-

• Experience: Freshers can apply with good voice skills or 0-2 years of experience in Travel Domain

• Communication Skills: Exceptional verbal and written communication skills with complete fluency in English

• Soft Skills: High emotional intelligence, patience, and the ability to maintain composure in stressful situations. Strong conflict resolution and active listening skills.

• Adaptability: Ability to adapt to changing workflows, product updates, and varied customer personalities.