Key Responsibilities:

<ul>
<li style="margin-left:0px;">Customer Communication: Manage inbound calls, emails, and chat inquiries to provide accurate and timely assistance related to bookings, modifications, refunds, and cancellations.</li>
</ul>

<ul>
<li style="margin-left:0px;">Issue Resolution: Address and resolve customer concerns across all EaseMyTrip products by providing practical and empathetic solutions.</li>
</ul>

<ul>
<li style="margin-left:0px;">Product Expertise: Stay updated on travel products, features, and offers to deliver informed support and recommendations to customers.</li>
</ul>

<ul>
<li style="margin-left:0px;">Query Documentation &amp; Follow-Up: Record all customer interactions in the CRM system and follow up on unresolved issues to ensure complete customer satisfaction.</li>
</ul>

<ul>
<li style="margin-left:0px;">Customer Feedback: Collect and relay customer feedback to internal teams for improving services, offerings, and customer experience.</li>
</ul>

<ul>
<li style="margin-left:0px;">Performance Management: Meet individual targets for call handling time, resolution accuracy, and customer satisfaction as set by the support department.</li>
</ul>

<ul>
<li style="margin-left:0px;">Training Participation: Attend regular training to stay current on tools, policies, and travel industry updates to better assist customers.</li>
</ul>

<ul>
<li style="margin-left:0px;">Escalation Handling: Escalate complex or unresolved queries to senior support or technical teams, ensuring clear communication with the customer throughout the process.</li>
</ul>

<ul>
<li style="margin-left:0px;">Policy Compliance: Follow all company policies, service protocols, and communication standards in every customer interaction.</li>
</ul>

<ul>
<li style="margin-left:0px;">Team Coordination: Collaborate with other departments such as operations, refunds, and technology teams to ensure seamless resolution of customer concerns. </li>
</ul>
Preferred Candidate Profile:

<ul>
<li style="margin-left:0px;">Experience: 0–3 years of customer service experience. Prior experience in travel, hospitality, or BPO handling calls, emails, or chats is preferred but not mandatory.</li>
</ul>

<ul>
<li style="margin-left:0px;">Educational Qualification: Minimum: High school diploma. Preferred: Graduate degree or certification in travel, hospitality, or customer service.</li>
</ul>

<ul>
<li style="margin-left:0px;">Communication Skills: Excellent spoken and written communication in Hindi and English. Additional regional language proficiency is a plus.</li>
</ul>

<ul>
<li style="margin-left:0px;">Problem-Solving Ability: Quick thinker with a calm approach to managing complaints and delivering satisfactory solutions.</li>
</ul>

<ul>
<li style="margin-left:0px;">Attention to Detail: Accuracy in data entry, documentation, and booking-related processes is essential.</li>
</ul>

<ul>
<li style="margin-left:0px;">Tech Comfort: Proficient in using customer service software, CRM systems, and call-handling platforms.</li>
</ul>

<ul>
<li style="margin-left:0px;">Adaptability: Comfortable working in rotational shifts, weekends, and holiday schedules.</li>
</ul>

<ul>
<li style="margin-left:0px;">Interpersonal Skills: Strong team spirit with a collaborative attitude and willingness to assist peers when needed.</li>
</ul>

<ul>
<li style="margin-left:0px;">Empathy &amp; Patience: High emotional intelligence to manage stressed or frustrated customers with care and professionalism.</li>
</ul>

<ul>
<li style="margin-left:0px;">Customer-First Mindset: Passionate about delivering delightful customer experiences and resolving problems with ownership. </li>
</ul>

Customer Care Executive in New Delhi (UID-16485)

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Job Description for Customer Care Executive

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