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
- Robust 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
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