Customer Service Associate

GMR Hyderabad Air Cargo & Aerospace Engineering Ltd.

About the Role

The Customer Service Associate is a full-time, on-site role based in Hyderabad, responsible for supporting customers and partners in day-to-day cargo and service operations. This role includes handling customer inquiries in person and over the phone, providing accurate information about services and procedures, and resolving issues promptly to ensure a positive customer experience.

Key Responsibilities

• Handle customer inquiries in person and over the phone.
• Provide accurate information about services and procedures.
• Resolve issues promptly to ensure a positive customer experience.
• Maintain professional phone etiquette.
• Coordinate with internal teams to address customer requests.
• Document interactions in line with company standards.
• Monitor customer satisfaction.
• Escalate complex issues when needed.
• Contribute to continuous improvements in customer service processes.

Requirements & Tech Stack

• Customer Service and Customer Support capabilities.
• Ability to enhance Customer Experience and maintain high levels of Customer Satisfaction.
• Professional Phone Etiquette.
• Clear, courteous communication skills.
• Excellent spoken and written communication skills in English.
• Additional local languages are an advantage.
• Ability to work in a fast-paced, operational environment with attention to accuracy and safety.
• Problem-solving mindset.
• Willingness to take ownership of customer issues until resolution.
• Basic computer proficiency, including use of email, ticketing systems, and office applications.

Qualifications

• Minimum of a high school diploma.
• A degree in business, hospitality, or related fields is an added benefit.
• Prior experience in aviation, logistics, cargo, or service-oriented industries is preferred but not mandatory.