Customer Care Executive- International process

Role & responsibilities

Key Roles & Responsibilities 1. Customer Support • Handle inbound customer calls professionally and courteously. • Make outbound calls for booking confirmations, follow-ups, and issue resolution. • Respond to customer emails, chat requests, and social media tickets within SLA. • Deliver exceptional service with a positive and professional attitude. • Build customer satisfaction and provide prompt, accurate assistance. 2. Reservation Management • Assist customers in making new vehicle reservations. • Modify existing reservations as per customer requirements. • Process booking cancellations as per company policies. • Explain rental procedures, booking policies, pricing, and vehicle availability. • Verify customer information before confirming reservations. • Provide rental confirmations and booking details accurately. 3. Vehicle Rental Assistance • Guide customers regarding available vehicle categories. • Explain rental packages and pricing structures. • Assist customers in selecting suitable vehicles based on travel needs. • Inform customers about insurance coverage and optional add-on services. • Explain fuel policies, mileage limits, security deposits, and rental agreements. 4. Customer Query Resolution • Handle inquiries related to: Reservations, Booking Modifications, Cancellations, Rental Extensions, Vehicle Upgrades, Rental Charges, Security Deposits, Billing Clarification, Payment Status, Refund Processing, Loyalty Programs, Promotional Offers, Pickup/Drop-off Locations, Vehicle Availability. 5. Roadside Assistance Coordination • Coordinate support for emergency situations: vehicle breakdowns, flat tire, battery jump start, lockout assistance, accident reporting, vehicle replacement requests, towing coordination, and emergency roadside support. • Ensure timely communication and continuous updates until the issue is resolved. 6. Complaint Handling • Resolve customer complaints professionally. • Understand customer concerns patiently. • De-escalate difficult situations. • Coordinate with internal departments for resolution. • Ensure customer satisfaction before closing complaints. • Maintain ownership until final resolution. 7. Documentation • Accurately document every customer interaction including call notes, booking updates, complaint details, resolution steps, escalation history, and customer feedback. • Maintain complete records in the CRM system