Agent I, Inbound

About the Role

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

Key Responsibilities

• Handles customer enquiries, requests, and complaints in a positive and professional manner, maintaining the company's brand image and service quality standards.
• Addresses inbound customer calls promptly and professionally, resolving 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 appropriate resolutions, and provides timely solutions within the scope of authority.
• Escalates complaints to concerned parties in the Contact Center or any other division as needed and follows up on action taken.
• Promotes the company’s products and services through cross-selling (e.g., ancillaries, holiday packages, loyalty programs) to meet monthly targets, increasing revenue and sales.
• Identifies sales opportunities during customer interactions and transfers qualified leads to respective Contact Center or field sales teams when required, ensuring effective follow-up.
• Demonstrates a good understanding of Contact Center processes and systems to support daily operations and 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.

Requirements & Tech Stack

• Microsoft Office
• Technology systems and tools

Qualifications

• High School/Diploma or equivalent.
• Capable of understanding customers’ problems and directing them to the right channel.
• Ability to work for long hours and under pressure.
• Capable of identifying problems and immediately reacting to situations of different nature (e.g., angry customers, complaints, special requests).
• No hearing or articulatory problems.
• Fluency in Hindi & English languages is mandatory.
• Capability of understanding market trends and channeling them into effective customer care solutions.
• Possesses effective communication skills for building sales and marketing techniques.

Work Experience

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