Customer Service Representative

About Etech

Etech is a leading provider of customer engagement solutions and services utilizing inbound and outbound voice as well as web chat. For over a decade, we have been helping companies cost effectively acquire new customers and maximize profits by servicing and growing existing customers. We are a Tier One preferred provider for Fortune 500 companies and employ roughly 3,000 team members operating in 8 Global Centers (5 in the US, 2 in India, and 1 in Jamaica) 

Company Website:

Department:

Reports To:

Working Hours:

Essential Duties and responsibilities :

Ø Specific duties as a Customer Service Representative include:

Ø Deal directly with customers via ticketing in Sales force 

Ø Respond promptly to customer inquiries.

Ø Handle and resolve customer complaints.

Ø Ensure that refunds are applied timely and accurately to each customer account.

Ø Provide excellent service and communication through phone and email with customers, affiliates, and suppliers.

Ø Route direct requests and unresolved issues to the designated resource based on inquiry.

Ø Handling escalated inquiries from travellers who have run into an issue or concern with their hotel booking.

Ø Researching/Analysing inquiries and utilizing problem solving skills to meet the customer’s travel needs.

Ø Coordinating with 3rd party agents to resolve the travel and hotel booking inquiries.

Ø Working with other hotel partners to assist travellers with their service inquiry.

Ø Capable of resolving complex issues without Supervisor guidance

Ø Goal oriented and willing to exceed expectations

Ø Works quickly without sacrificing the quality of work

Ø Able to juggle multiple tasks at once (i.e., checking the knowledge base, updating the CRM and taking notes in your helpdesk), all while attending to the customer’s needs

Will be expected to handle inbound/outbound service & sales calls based on business need

Ø Ability to assist with planning and arranging travel inquiries while collaborating with all departments.

Ø Strong geographical skills.

Ø Experience dealing with irate customers and following cash applications or accounts receivable guidelines.

Ø Fresher or have basic knowledge related to travel hospitality/airline industry and or customer service preferred.

Ø Proficiency in the Microsoft Office Suite and advanced Internet skills (Word, Outlook, PPT and Excel).

Ø Excellent phone etiquette with a high degree of professionalism in communication.

Ø Highly motivated & passionate with an affinity for excellence customer service

Ø Ability to meet assigned deadlines; meet and or exceed quality goals

Ø Ability to handle high volume transaction inquiries and maintain quality expectations

Ø Ability to work ANY schedule in a 24-7 contact center. 

Language Skills :

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organisation.

Experience:

Fresher or minimum of 1-year experience required in:

Ø Professional service background

Ø Calling Program