Role Overview

We are looking for a customer-focused, articulate, and sales-oriented professional to deliver exceptional customer service and drive booking conversions across multiple channels. Excellent verbal communication and inbound call-handling skills are mandatory, supported by strong written communication and digital channel proficiency.

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 professional, 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 professional articulation.
- Strong 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 robust communication skills may be considered.
- Flexibility to work rotational shifts, weekends, and holidays as required.

What We Offer:

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

Pay: ₹25,000.00 - ₹35,000.00 per month

Benefits:

- Commuter assistance
- Health insurance
- Life insurance
- Provident Fund

Work Location: In person

📌 Process Analyst (Vadodara)
🏢 Etech Global Services
📍 Vadodara