Job Description – Customer Service Executive
Job Type: Full Time - Inbound Process
Job Overview:
AirportZo provides wide range of exceptional customer service to our passengers at the
airport, making their overall trip seamless and hassle free. Our services go above and
beyond the ordinary hospitality services and hence we are looking for an energetic
candidate with good communication skills to join our team and build a quality relationship
with our customers. This position requires previous customer service experience
preferably with an airline background. (Worked in BPO in airline process / worked at the
airport).
Roles & Responsibilities:
Answer and respond to inbound customer calls and identify the needs of customers,
resolve issues, and provide solutions
Processing all aspects of bookings- reservation, rescheduling and cancellations
as requested by the customers
Coordinate with service providers to check availability of slots before booking,
rescheduling or cancelling the reservation if an requested by the customer
Providing customers with the organization’s service and product information.
Identify customers’ needs, clarify information, research every issue and provide
solutions and/or alternatives
Responding to customer emails and live chat inquiries
Provide accurate, valid and complete information by using the right methods /tools
Handle customer complaints(if any) by providing appropriate solutions and alternatives
within the time limits and follow up to ensure resolution
Maintain records of customer interaction, bookings, and send daily reports
Up Sell and promote products/services while on call
Updated with product and process knowledge base to quickly answer inquiries
Ensure you follow the customer service script provided by the company for
uniformity.
Perform additional duties as assigned by the manager
Desired Candidate Skills:
HSC passed from a recognized university
1-3 years of experience in a call/contact center environment(aviation background
preferred)
Strong written and verbal communication skills along with active listening
Having positive approach towards work
Able to understand customer issues and respond with empathy
Provide a memorable customer experience and awesome customer service
Skilled in documentation and note-taking during calls
Basic knowledge in Ms Excel
Excellent data entry skills
Ability to multitask, prioritize and manage time effectively
Excellent communication and problem-solving skills
Fluent in English
Job Location: Head Office, Chennai.
Shift Timings: 24*7 (rotational)
Days of working: 06
Pay: From ₹20,000.00 per month
Benefits:
Work Location: In person
