Customer Service Executive

JOB SUMMARY

Customer Service executives are the front-line of our global business that delivers great service locally to our key markets. Having been recognized for offering the very best in customer service, the main purpose of the role is: To be the face of Stuba Pacific service To handle majority of non-urgent calls with first time resolution, however if complex Pune team are there to take over when required. To work independently and be a self-motivator whilst being able to work remotely with the team in Pune.The above also involves daily communication with our clients and suppliers over the telephone and via email, to assist them in a variety of ways with the booking and amending process. By ensuring that our CRM system is kept up-to-date and telephone calls answered in line with our client expectations. Executives could be on the telephones for the whole working day so an excellent telephone manner is required.

KEY TASKS AND RESPONSIBILITIES

Candidates will need to be able to work as a team, as well as being able to motivate themselves and use their own initiative. The ability to multi-task and prioritize under pressure in order to meet tight deadlines and communicate effectively internally and externally at all levels is essential. To provide excellent levels of customer service according to the business service level agreements when assisting our customers via telephone or email in making, administering and cancelling bookings on our own website and with suppliers. A background in the Travel Industry / Customer Service Call Centre is preferred.The key duties of the post are as follows: Resolve all customer queries to mutual satisfaction; by clarifying the customer query, determining the action required by selecting and explaining the best solution to solve the query, expediting corrections and adjustments that are viable, following up to ensure resolution Being able to follow service level agreements and ensuring queries are escalated timely and/or handover completed when required Perform various day-to-day duties;