What We Offer:
Transportation allowance
Canteen Subsidy
Health Insurance
Tuition Reimbursement
Work-Life Balance Initiatives
Rewards &
Recognition

Key Responsibilities:
Inbound Voice Support (Primary): Handle customer calls related to property inquiries, bookings, confirmations, modifications, cancellations, refunds, payments, and stay-related issues.
Customer Experience: Demonstrate active listening, empathy, acknowledgment, paraphrasing, reassurance, rapport building, call control, and effective objection handling.
Omnichannel Support: Manage customer inquiries through email and live chat with qualified, accurate, grammatically correct, and empathetic communication.
Sales &
Conversion: Identify customer needs, recommend suitable properties, address objections, and convert qualified inquiries into bookings while maintaining ethical selling practices.
Issue Resolution: Investigate booking and payment concerns, follow approved policies and SOPs, coordinate with relevant teams, and escalate cases when required.
Documentation &
Compliance: Maintain accurate CRM/ticket records,



communicate realistic expectations, protect customer information, and avoid unauthorized commitments.
Performance: Meet assigned targets for call quality, customer satisfaction, sales conversion, productivity, response SLAs, and schedule adherence.

Required Skills &
Qualifications:
Excellent spoken English with clear pronunciation, fluency, confidence, and skilled articulation.
Robust written English, grammar, comprehension, and email/chat etiquette.
Proven ability to manage live calls, difficult customers, complaints, and objections professionally.
Strong customer service orientation, problem-solving, persuasion, and sales skills.
Ability to multitask across CRM, booking systems, telephony, email, and chat tools.
Prior experience in customer service, contact centers, travel, hospitality, or sales preferred.
Graduate/undergraduate candidates with strong communication skills may be considered.
Flexibility to work rotational shifts, weekends, and holidays as required.

📌 Process Analyst On Site Vadodara
🏢 Etech Global Services
📍 Vadodara