Customer Care Executive

About the Role:

Customer Care Executive

Key Responsibilities:

1. Customer Communication:

   Manage inbound calls, emails, and chat inquiries to provide accurate and timely assistance related to bookings, modifications, refunds, and cancellations.

2. Issue Resolution:

   Address and resolve customer concerns across all EaseMyTrip products by providing practical and empathetic solutions.

3. Product Expertise:

   Stay updated on travel products, features, and offers to deliver informed support and recommendations to customers.

4. Query Documentation & Follow-Up:

   Record all customer interactions in the CRM system and follow up on unresolved issues to ensure complete customer satisfaction.

5. Customer Feedback:

   Collect and relay customer feedback to internal teams for improving services, offerings, and customer experience.

6. Performance Management:

   Meet individual targets for call handling time, resolution accuracy, and customer satisfaction as set by the support department.

7. Training Participation:

   Attend regular training to stay current on tools, policies, and travel industry updates to better assist customers.

8. Escalation Handling:

   Escalate complex or unresolved queries to senior support or technical teams, ensuring clear communication with the customer throughout the process.

9. Policy Compliance:

   Follow all company policies, service protocols, and communication standards in every customer interaction.

10. Team Coordination:

    Collaborate with other departments such as operations, refunds, and technology teams to ensure seamless resolution of customer concerns.

Preferred Candidate Profile:

1. Experience:

   0–3 years of customer service experience. Prior experience in travel, hospitality, or BPO handling calls, emails, or chats is preferred but not mandatory.

2. Educational Qualification:

   Minimum: High school diploma. Preferred: Graduate degree or certification in travel, hospitality, or customer service.

3. Communication Skills:

   Excellent spoken and written communication in

   Hindi and English

   . Additional regional language proficiency is a plus.

4. Problem-Solving Ability:

   Quick thinker with a calm approach to managing complaints and delivering satisfactory solutions.

5. Attention to Detail:

   Accuracy in data entry, documentation, and booking-related processes is essential.

6. Tech Comfort:

   Proficient in using customer service software, CRM systems, and call-handling platforms.

7. Adaptability:

   Comfortable working in rotational shifts, weekends, and holiday schedules.

8. Interpersonal Skills:

   Strong team spirit with a collaborative attitude and willingness to assist peers when needed.

9. Empathy & Patience:

   High emotional intelligence to manage stressed or frustrated customers with care and professionalism.

10. Customer-First Mindset:

    Passionate about delivering delightful customer experiences and resolving problems with ownership.