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

Strong 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

- Solid 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