Senior Customer Service Representative

Role: Customer Service Advisor / Sr. Customer Support

Process: International Voice Process (Non Banking / Non-Technical)

Key Responsibilities

• Handle customer queries from guests and hosts through calls majorly or other support channels if required.
• Assist with issues related to bookings, cancellations, refunds, payments, reservations, listings, check-in/check-out, and account concerns .
• Understand the customer's problem by asking appropriate probing questions.
• Provide accurate resolutions using available knowledge bases, tools, and procedures.
• Handle customer complaints with patience, empathy, and professionalism .
• Investigate issues and escalate cases when required.
• Communicate clearly and maintain a positive customer experience.
• Document every interaction accurately in the relevant systems.

Eligibility

• Undergrad & Graduates
• Freshers & Experienced both
• Willingness to work in rotational shifts (including night shifts)
• Excellent English communication , both verbal and written.
• Strong listening and comprehension skills.
• Good problem-solving and decision-making ability.
• Customer-focused and empathetic attitude.
• Basic computer and internet skills.