Location:
Wadala, Mumbai (10mins walk from Wadala and Dadar station) Department: Inside Sales

Experience:
0–3 years ? Role Overview We are looking for a First Call Resolution (FCR) Executive who can efficiently handle guest queries and resolve concerns in the first interaction itself , ensuring a seamless and delightful customer experience. This role is critical in reducing repeat contacts, improving guest satisfaction, and maintaining brand trust. ?

Key Responsibilities
* Act as the first point of contact for potential customers and handle initial inquiries.
* Understand customer requirements by asking the right questions and gathering complete details.
* Provide accurate and relevant information about products/services to prospects.
* Qualify leads based on defined criteria before passing them to the sales team.
* Ensure all customer information is properly documented in the system/CRM.
* Coordinate with the sales team for smooth handover of qualified leads.
* Maintain clear communication between customers and internal teams to avoid gaps.
* Follow up with prospects when required to collect missing details or clarify requirements.
* Ensure a seamless and positive customer experience during the initial interaction stage.
* Adhere to company processes and maintain high data accuracy and quality standards. ? Key Performance Indicators (KPIs)




* First Call Resolution (FCR %)
* Customer Satisfaction Score (CSAT)
* Average Handling Time (AHT)
* Reduction in repeat queries/escalations
* Response & resolution TAT adherence ? Required Skills
* Solid verbal and written communication skills (English + Hindi required)
* Excellent problem-solving and on-the-spot decision-making ability
* High empathy and customer-first mindset
* Ability to handle pressure and high-volume queries
* Basic understanding of hospitality/customer service workflows
* Familiarity with CRM tools, WhatsApp Business, or ticketing systems is a plus ? Ideal Candidate Profile
* Graduate or Diploma in Hospitality / any field
* Prior experience in customer support / call centre / hospitality front office preferred
* Freshers with strong communication skills can also apply
* Comfortable with rotational shifts, weekends, and peak season workloads ? What Success Looks Like
* Majority of guest issues resolved without follow-ups
* Minimal escalations
* Consistently high customer satisfaction ratings
* Strong coordination across teams for quick closures ? Why This Role Matters In hospitality, experience = retention . This role ensures guests don’t just get answers—they get instant solutions , which directly impacts repeat bookings and brand loyalty

📌 Customer Service Representative (Mumbai)
🏢 SaffronStays
📍 Mumbai