Lower Parel - 401/402 Piramal Tower, Peninsular Corporate Park, Lower Parel, Mumbai – 400013
Dadar - The Ruby, 29, Senapati Bapat Marg, Dadar West, Mumbai, Maharashtra 400028
Role Responsibilities
- Handle inbound and outbound customer calls with professionalism, empathy, and a solutions-oriented approach.
- Resolve customer queries related to products, services, billing, and account management in a timely and accurate manner.
- Maintain detailed and accurate records of all customer interactions within the CRM system.
- Escalate complex or sensitive issues to appropriate departments and ensure timely follow-up and resolution.
- Consistently meet or exceed key performance indicators (KPIs), including average handle time, first call resolution, and customer satisfaction scores.
- Participate actively in training programs and knowledge refreshers to stay updated on product, policy, and process changes.
- Collaborate effectively with team members and supervisors to uphold service standards and foster a supportive team environment.
- Adhere strictly to company policies,
data protection protocols, and regulatory compliance requirements.
Eligibility & Requirements
- Experience:
- Freshers are considered for the Customer Service Advisor III role, preferably from institutions specializing in Travel & Tourism or related fields.
- For experienced candidates, prior experience in customer-facing roles within BFSI, Retail, E-commerce, or other service-oriented industries is preferred.
- BPO experience is advantageous but not mandatory.
- Communication Skills: Solid verbal and written communication skills in English (and Hindi/Marathi is a plus); clarity, professionalism, and courtesy in tone are essential.
- Additional Advantage: Prior experience in call centres, airlines, or customer support within high-service industries.
- Employment Type: The Customer Service Advisor III role is initially offered on a 2-year contract basis, with potential for conversion to permanent emplo
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