Job Summary
We are seeking a customer-focused and proactive Customer Care Executive to join our bus travel operations team. The ideal candidate will be responsible for ensuring a seamless customer experience before, during, and after travel. Key responsibilities include conducting pre-boarding confirmation calls, collecting post-travel feedback, managing customer complaints, resolving travel-related issues, and maintaining high levels of customer satisfaction.
Key ResponsibilitiesCustomer Communication
- Conduct pre-boarding calls to passengers to confirm travel details, boarding points, reporting times, and special requirements.
- Make post-travel feedback calls to gather customer insights and measure satisfaction levels.
- Respond to customer inquiries through phone, email, WhatsApp, and other communication channels.
Complaint Management
- Receive, record, and investigate customer complaints related to bookings, boarding, delays, staff behavior, baggage, and other travel-related concerns.
- Coordinate with operations, drivers, onboard staff, and other departments to resolve complaints promptly.
- Ensure all complaints are closed within the defined service timelines and maintain proper documentation.
Customer Issue Resolution
- Assist customers with booking modifications, cancellations, refunds, boarding assistance, and travel-related concerns.
- Provide accurate information regarding schedules, routes, boarding locations, and company policies.
- Escalate complex issues to the appropriate teams and follow up until resolution.
Customer Experience Enhancement
- Proactively identify customer concerns and recommend service improvements.
- Maintain a positive and professional attitude while handling customer interactions.
- Build strong customer relationships to improve loyalty and repeat business.
Reporting & Documentation
- Maintain records of customer interactions, feedback, complaints, and resolutions in the CRM or company systems.
- Prepare daily and weekly reports on customer feedback, complaint trends, and service performance metrics.
Required Qualifications
- Bachelor's degree or equivalent qualification preferred.
- 1–3 years of experience in customer service, customer support, call center, travel, transportation, or hospitality industries.
- Freshers with excellent communication skills may also apply.
Required Skills
- Excellent verbal and written communication skills.
- Strong customer service orientation and problem-solving abilities.
- Ability to handle difficult customer situations professionally and calmly.
- Good organizational and follow-up skills.
- Proficiency in MS Office and CRM/customer support tools.
- Ability to work in shifts, weekends, and holidays as required by business operations.
Key Performance Indicators (KPIs)
- Pre-boarding call completion rate.
- Customer satisfaction (CSAT) score.
- Complaint resolution turnaround time.
- First-contact resolution rate.
- Post-travel feedback collection rate.
- Customer retention and repeat travel indicators.
What We Offer
- Competitive salary and incentives.
- Career growth opportunities within the travel and transportation industry.
- Supportive and dynamic work environment.
- Training and professional development programs.
Pay: Up to ₹25,000.00 per month
Work Location: In person
