Customer Service Representative

Role Overview

We are looking for a First Call Resolution (FCR) Executive who can efficiently handle guest queries and resolve concerns in the first interaction itself, ensuring a seamless and delightful customer experience. This role is critical in reducing repeat contacts, improving guest satisfaction, and maintaining brand trust.

Key Responsibilities

• Act as the first point of contact for potential customers and handle initial inquiries.
• Understand customer requirements by asking the right questions and gathering complete details.
• Provide accurate and relevant information about products/services to prospects.
• Qualify leads based on defined criteria before passing them to the sales team.
• Ensure all customer information is properly documented in the system/CRM.
• Coordinate with the sales team for smooth handover of qualified leads.
• Maintain clear communication between customers and internal teams to avoid gaps.
• Follow up with prospects when required to collect missing details or clarify requirements.
• Ensure a seamless and positive customer experience during the initial interaction stage.
• Adhere to company processes and maintain high data accuracy and quality standards.

Key Performance Indicators (KPIs)

• First Call Resolution (FCR %)
• Customer Satisfaction Score (CSAT)
• Average Handling Time (AHT)
• Reduction in repeat queries/escalations
• Response & resolution TAT adherence

Requirements & Tech Stack

• Strong verbal and written communication skills (English + Hindi required)
• Excellent problem-solving and on-the-spot decision-making ability
• High empathy and customer-first mindset
• Ability to handle pressure and high-volume queries
• Basic understanding of hospitality/customer service workflows
• Familiarity with CRM tools, WhatsApp Business, or ticketing systems is a plus

Qualifications

• Graduate or Diploma in Hospitality / any field
• Prior experience in customer support / call centre / hospitality front office preferred
• Freshers with strong communication skills can also apply
• Comfortable with rotational shifts, weekends, and peak season workloads