Customer Service

Key Responsibilities

 Handle voice and non-voice customer interactions in a professional, accurate, and timely manner.

 Ensure achievement of project-defined SLAs while maintaining quality and customer experience standards.

 Coordinate effectively with internal teams including Sales, Accounts, and other support functions as

required.

 Engage with internal and external stakeholders to ensure smooth process delivery and timely query

resolution.

 Maintain and update daily trackers, internal reports, and performance-related data with accuracy.

 Use Microsoft Outlook for professional correspondence, coordination, and scheduling tasks.

 Work on Microsoft Excel for reporting, data tracking, and performance metrics.

 Understand customer needs, specifications, and service expectations to provide appropriate support.

 Support process improvements by identifying productivity opportunities and contributing to team

performance enhancement.

 Coach and assist team members whenever required while maintaining healthy team dynamics.

 Demonstrate flexibility to work as per process and team requirements, including weekends if needed.

Required Skills and Competencies

 Strong verbal and written communication skills, preferably with hospitality domain exposure.

 Good facilitation, interpersonal, and stakeholder management skills.

 Ability to work effectively in ambiguous situations with changing priorities and multiple deadlines.

 Problem-solving mindset with strong attention to detail.

 Proficiency in Microsoft Outlook and Microsoft Excel.

 Ability to coordinate across teams and manage customer interactions with professionalism.

 Customer-centric approach with focus on timely resolution and service quality.

Preferred Experience

 Prior experience in a blended BPO process involving both voice and email support is preferred.

 Experience in hospitality, customer service, or service delivery environments will be an added advantage.

 Exposure to daily reporting, tracker management, SLA monitoring, and customer query management is

desirable.