Customer Care Representative

Job description

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.