Job Title: Customer Service Representative

Department: Operations

Location: India on site – Gandhinagar

Our team is growing – but we are not adding members just to fulfill requests. We are searching for individuals who are ready to be a part of the next big thing and are excited about growing with our company! Leadership is anxiously waiting to cultivate and develop your skills and prepare you for the career journey of a lifetime.

Our focus is to create lasting impressions with each customer interaction. Reflect on the times you have been the customer and you left your experience feeling satisfied, appreciated and valued. Simply put – these are the experiences you will use to deliver world class results to our customer base.

If you consider yourself to be a team player, goal oriented, and possess a passion for helping others; apply to become a part of the Etech Global Services Team.

About Us:

Globally, we are over 3000 strong, and we are always searching for recent team members which will offer fresh and innovative ideas and diverse approaches to everyday problem solving. Etech is governed by 12-character commitments: Integrity, Valuing People, Teamwork, Accountability, Communication, Vision, Adaptability, Humility, Creativity, Teachability, Positive Influence, and Courage. Together, these 12 commitments guide our workplace culture and set the tone for how we treat each other.

Visit us:www.etechgs.com

What We Offer:

- Transportation allowance
- Canteen Subsidy
- Night Shift allowance as per process
- Health Insurance
- Tuition Reimbursement
- Work Life Balance Initiatives
- Rewards & Recognition
- Internal movement through IJP

Summary -

CSRs on this program will be responsible for interacting with customers to provide and process information in response to a service inquiry, concerns, and requests about their hotel reservation(s). This role is also responsible for executing and accurately utilizing applications as it pertains to our customer and affiliate inquiries while coordinating with various groups including Credit, A/R,



and A/P, Partner Service, Outbound and Relocation groups to facilitate any item needing attention that relates to customer account status.

Essential Duties and Responsibilities

Specific duties as a Customer Service Representative include:

- Deal directly with customers via ticketing in Sales force
- Respond promptly to customer inquiries.
- Handle and resolve customer complaints.
- Ensure that refunds are applied timely and accurately to each customer account.
- Provide excellent service and communication through phone and email with customers, affiliates, and suppliers.
- Route direct requests and unresolved issues to the designated resource based on inquiry.
- Handling escalated inquiries from travellers who have run into an issue or concern with their hotel booking.
- Researching/Analysing inquiries and utilizing problem solving skills to meet the customer’s travel needs.
- Coordinating with 3rd party agents to resolve the travel and hotel booking inquiries.
- Working with other hotel partners to assist travellers with their service inquiry.
- Capable of resolving complex issues without Supervisor guidance
- Goal oriented and willing to exceed expectations
- Works quickly without sacrificing the quality of work
- 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

Qualification for this role -

As an Outbound Customer Service Representative,



you will be interacting with guest and affiliates across the globe and must have the ability to display and provide excellent communication, both written and verbal. It is also required to have at minimum intermediate level computer skills i.e. Microsoft Office and Internet search skills to support and resolve inquiries.

Specific qualifications for the Customer Service Representative position include:

- Ability to assist with planning and arranging travel inquiries while collaborating with all departments.
- Strong geographical skills.
- Experience dealing with irate customers and following cash applications or accounts receivable guidelines.
- Fresher or have basic knowledge related to travel hospitality/airline industry and or customer service preferred.
- Proficiency in the Microsoft Office Suite and advanced Internet skills (Word, Outlook, PPT and Excel).
- Excellent phone etiquette with a high degree of professionalism in communication.
- Highly motivated & passionate with an affinity for excellence customer service
- Ability to meet assigned deadlines; meet and or exceed quality goals
- Ability to handle high volume transaction inquiries and maintain quality expectations
- Ability to work ANY schedule in a 24-7 call center.

Reasoning Ability -

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

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 organization.

Qualification Required -

Fresher or minimum of 1-year experience required in:

- Professional service background
- Calling Program
- Candidate from a hospitality background preferred.
- Must have good spoken and written English communication skills.

📌 Voice Process (CSR) (Gandhinagar)
🏢 Etech Global Services
📍 Gandhinagar