Customer Care Executive · Noida

Key Responsibilities:

• Customer Communication: Manage inbound calls, emails, and chat inquiries to provide accurate and timely assistance related to bookings, modifications, refunds, and cancellations.

• Issue Resolution: Address and resolve customer concerns across all EaseMyTrip products by providing practical and empathetic solutions.

• Product Expertise: Stay updated on travel products, features, and offers to deliver informed support and recommendations to customers.

• Query Documentation & Follow-Up: Record all customer interactions in the CRM system and follow up on unresolved issues to ensure complete customer satisfaction.

• Customer Feedback: Collect and relay customer feedback to internal teams for improving services, offerings, and customer experience.

• Performance Management: Meet individual targets for call handling time, resolution accuracy, and customer satisfaction as set by the support department.

• Training Participation: Attend regular training to stay current on tools, policies, and travel industry updates to better assist customers.

• Escalation Handling: Escalate complex or unresolved queries to senior support or technical teams, ensuring clear communication with the customer throughout the process.

• Policy Compliance: Follow all company policies, service protocols, and communication standards in every customer interaction.

• Team Coordination: Collaborate with other departments such as operations, refunds, and technology teams to ensure seamless resolution of customer concerns.
  

Preferred Candidate Profile:

• Experience: 0–3 years of customer service experience. Prior experience in travel, hospitality, or BPO handling calls, emails, or chats is preferred but not mandatory.

• Educational Qualification: Minimum: High school diploma. Preferred: Graduate degree or certification in travel, hospitality, or customer service.

• Communication Skills: Excellent spoken and written communication in Hindi and English. Additional regional language proficiency is a plus.

• Problem-Solving Ability: Quick thinker with a calm approach to managing complaints and delivering satisfactory solutions.

• Attention to Detail: Accuracy in data entry, documentation, and booking-related processes is essential.

• Tech Comfort: Proficient in using customer service software, CRM systems, and call-handling platforms.

• Adaptability: Comfortable working in rotational shifts, weekends, and holiday schedules.

• Interpersonal Skills: Strong team spirit with a collaborative attitude and willingness to assist peers when needed.

• Empathy & Patience: High emotional intelligence to manage stressed or frustrated customers with care and professionalism.

• Customer-First Mindset: Passionate about delivering delightful customer experiences and resolving problems with ownership.