Customer Support Executive

Job description

- Should have experience in handling customer issues, complaint handling, dealing with complaints etc over call.

- Should be proficient and experienced in voice-based sales, outbound sales, lead conversions. Prior experience with voice based sales handling is mandatory

- Understand the Customer Journey in Hospitality/allied business and work according to relevant KPIs

- Provide immediate support to Customer Care team and operate independently with no supervision in a complex environment

- Handle escalated customer service issues either through direct personal action or refer to the proper individual/department

- Proactively identify, define and solve the most complex problems that impact the functioning of the Team. Anticipates internal and/or external business challenges recommend & develop process or service improvements plans and recommend to Manager.

- Administer annual reviews and performance improvement plans

- Participate and significantly influence functional strategy for revenue generation of the department.