Process-Analyst

Etech Global Services

Key Responsibilities

• Inbound Voice Support (Primary): Handle customer calls related to property inquiries, bookings, confirmations, modifications, cancellations, refunds, payments, and stay-related issues.
• Customer Experience: Demonstrate active listening, empathy, acknowledgment, paraphrasing, reassurance, rapport building, call control, and effective objection handling.
• Omnichannel Support: Manage customer inquiries through email and live chat with professional, accurate, grammatically correct, and empathetic communication.
• Sales & Conversion: Identify customer needs, recommend suitable properties, address objections, and convert qualified inquiries into bookings while maintaining ethical selling practices.
• Issue Resolution: Investigate booking and payment concerns, follow approved policies and SOPs, coordinate with relevant teams, and escalate cases when required.
• Documentation & Compliance: Maintain accurate CRM/ticket records, communicate realistic expectations, protect customer information, and avoid unauthorized commitments.
• Performance: Meet assigned targets for call quality, customer satisfaction, sales conversion, productivity, response SLAs, and schedule adherence.

Requirements & Tech Stack

• Excellent spoken English with clear pronunciation, fluency, confidence, and professional articulation.
• Strong written English, grammar, comprehension, and email/chat etiquette.
• Proven ability to manage live calls, difficult customers, complaints, and objections professionally.
• Strong customer service orientation, problem-solving, persuasion, and sales skills.
• Ability to multitask across CRM, booking systems, telephony, email, and chat tools.
• Flexibility to work rotational shifts, weekends, and holidays as required.

Qualifications

• Prior experience in customer service, contact centers, travel, hospitality, or sales preferred.
• Graduate/undergraduate candidates with strong communication skills may be considered.

What We Offer:

• Transportation allowance
• Canteen Subsidy
• Health Insurance
• Tuition Reimbursement
• Work-Life Balance Initiatives
• Rewards & Recognition