Senior Process Associate

Role Title: Process Executive

Department: Customer Experience Team

Shift Timing: 24*7 (5 days working, Rotational Shifts)

People Reporting: No

Language: Proficient in Hindi & English (verbal & written both)

Job Location: Pune

Summary Of Job Responsibility

The employee would handle queries received through Calls/Chat/Emails related to fare enquiry, ticket booking, cancellation, and general questions related to our travel website. Around 90% of customers are Hindi-speaking however employee needs to be proficient in Hindi & English both.

Detail Of Job Responsibility

Accountability

• Attending Calls/Chats/Emails of customers
• Answering and solving queries related to the booking of flights and other relevant information.
• Quick and efficient handling of the system and the udChalo booking portal.
• Non-disclosure of sensitive information.
• Multitasking: should be able to handle multiple work types simultaneously.
• Efficient handling of customers.
• Clear and unambiguous communication of information to the customers.
• Handling queries on WhatsApp and chat on the udChalo website as well.
• Handling complaints and grievances and providing solutions.
• Communicating any complex issues, if any, to the Team Lead/Manager immediately.
• Follow communication procedures, guidelines, and policies.
• Following and adhering to the updates given by leads and trainers.
• Ensuing all the parameters of quality are met and exceeded while executing the job responsibility.
  
  

Planning & Complexity

• Identifying and assessing customers’ needs to achieve satisfaction.
• Provide accurate, valid, and complete information by using the right methods/tools.
  
  

Experience & Education

• They have completed 10+2 from the recognized boards. Candidates pursuing a bachelor’s degree through distance education can also apply.
• Between 1-2 years of experience demonstrated in the customer support department.
• Communication skills that allow you to inform, help, and advise customers clearly and to liaise effectively with other professionals.
• Listening skills, understanding exactly what customers require and problem-solving skills.
• Confidence, patience, politeness, tact, and diplomacy, when dealing with difficult situations
• Creative thinking, to be able to come up with new ideas to improve customer service standards.
• An ability to work well under pressure.