Customer Care Executive

REPORTS TO: Customer Relations Coordinator 

EXPERIENCE - 3-4 Years 

LOCATION: Mumbai / India

JOB TYPE :- Remote

MAIN PURPOSE OF ROLE:  As a small but fast-growing business this position is integral to the customer experience. Responsible for the day-to-day effective delivery of ground fulfilment to deliver a best-in-class experience to our customers.

Our customers are at the heart of what we do, your focus will be:

Identifying customer needs and taking a proactive approach to maintain positive experiences.

Respond to customer queries in a timely manner via phone, chat, email and social media [ mainly from pre-written canned responses]

To deliver a high-quality customer service and support, contributing to the operational excellence.

Communicating via our CRM database with guidance and support from the team leader.

Keeping yourself up to date with travel and tourism news and regulations.

Collaborating with our UK customer experience team, our operations manager and your team leader to enhance the service and brand awareness.

To record and escalate all issues outside of your training or tasks required of you.

Recommend system, process and any efficiency related idea you have.

Relationship Awareness

You will have a positive outlook and inspire your peers by demonstrating exceptional relationship skills with our customers, suppliers, hoteliers, ground handlers and internal departments.

Our People

We have created a positive workplace culture; we offer personal growth, diversity and attract talented and highly driven people. This position plays a pivotal role within our business and the culture of our brand, you will reflect our values, opinions and brand voice.

Responsibilities

To be completely flexible with your work pattern around our event programme.

To operate between the hours of 6am- 2pm [Mumbai Time] 5 days 

Suggest any improvements you identify through your day-to-day activities.

To contribute to the wider company strategy when required.

Direct Reports: NONE

Essential Experience

• Administration and/or Customer Service Experience
• Travel Experience (Desirable) 

Skills, Knowledge and Experience 

• Travel Fulfilment or Service Experience (Highly Desirable)
• Attention to detail and accuracy [ Essential]
• Strong verbal and written skills in English
• Excellent planning and time management capabilities
• Good judgment and decision-making skills
• Passion, ambition, desire to achieve
• Ability to foresee the outcome and act with a hands-on pro-active approach

Competencies 

• Collaboration
• Delivering
• Drive