Customer Care Representative

Location- Gurugram

Job Summary

We are looking for a customer-focused Customer Service Representative to handle customer queries, complaints, service requests, and escalations for hotel bookings and stays. The role requires excellent communication skills, strong problem-solving abilities, and the ability to manage customers professionally over calls.

Key Responsibilities

• Handle inbound and outbound customer calls related to hotel bookings, reservations, cancellations, modifications, check-in/check-out, refunds, and stay-related concerns.
• Understand customer issues and provide accurate and timely resolutions.
• Handle escalated customer complaints with empathy, ownership, and professionalism.
• Take complete ownership of customer cases until resolution or proper closure.
• Coordinate with hotels, operations, reservations, finance, and other internal teams to resolve customer concerns.
• Manage critical escalations and ensure timely follow-up within defined SLAs.
• De-escalate difficult or irate customers while maintaining a positive customer experience.
• Maintain accurate case notes and documentation for every interaction.
• Identify recurring customer issues and highlight them to the relevant teams.
• Ensure compliance with company policies, processes, quality standards, and escalation matrix.
• Achieve defined KPIs such as AHT, CSAT, FCR, Quality Score, productivity, and adherence.

Required Skills

• Excellent verbal communication and active listening skills.
• Strong customer handling and conflict-resolution abilities.
• Comfortable handling difficult and escalated customers.
• Good problem-solving and decision-making skills.
• Ability to multitask and work under pressure.
• Basic computer and CRM knowledge.
• Good English and Hindi communication skills.
• Prior experience in hospitality, travel, BPO, customer service, or contact centre is preferred.