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customer-service-executive

Customer Service Executive 

Company Overview:
SNVA Group is a 16+ year-old diverse organization with investments spanning IT & ITES, Financial Services, Travel, Fashion, Education, Media, Retail, and E-Commerce. We are committed to delivering innovative solutions and exceptional customer experiences across various industries and regions.

KEY RESPONSIBILITIES:

• Providing professional, courteous, and efficient customer support to travel-related queries via phone, email, and chat in English.
• Handling booking modifications, cancellations, cancellations, and post-booking support for international travelers.
• Assisting customers with flight information, travel documentation, visa requirements, and destination-specific inquiries.
• Resolving customer issues promptly, ensuring high satisfaction levels and maintaining a positive brand image.
• Following up with customers to ensure their concerns are addressed and providing additional travel assistance if needed.
• Documenting all customer interactions accurately in CRM systems and maintaining detailed records of issues and resolutions.
• Collaborating with other departments to ensure smooth resolution of complex travel-related problems.
• Achieving individual KPIs related to customer satisfaction, call quality, and response time standards.

REQUIRED SKILLS:

• Excellent communication skills in English, both written and spoken.
• Prior experience in customer support, preferably in the travel or hospitality industry, is a plus.
• Strong problem-solving skills and ability to handle stressful situations calmly and professionally.
• Ability to work in a fast-paced environment, managing multiple customer queries efficiently.
• Comfortable working in shifts, including weekends and holidays if required.
• Proficiency in CRM tools, MS Office, and online communication platforms.
• Customer-centric attitude with a focus on delivering outstanding service.

Preferred Qualifications:

• Experience in international travel customer support.
• Knowledge of travel terminology and booking processes.
• Multilingual skills are an added advantage.