Voice Process Customer Service Representative

About the Role

We are seeking enthusiastic individuals to join our growing team as Customer Service Representatives in our Gandhinagar office. Our goal is to deliver world-class customer experiences by addressing inquiries, resolving concerns, and providing information primarily related to hotel reservations. This role offers a career developmental path with leadership eager to nurture your skills.

Company Culture

Etech Global Services is a globally recognized organization with over 3,000 employees. Our workplace is guided by core principles including integrity, teamwork, accountability, humility, creativity, and positive influence to create a supportive, innovative environment.

Key Responsibilities

• Manage customer communications primarily through ticketing systems such as Salesforce.
• Respond to inquiries promptly and efficiently via phone and email with customers, affiliates, and suppliers.
• Handle and resolve complaints and escalated issues related to hotel bookings independently.
• Process refunds accurately and on time.
• Coordinate with various internal teams and external hotel partners to address customer account status and travel-related concerns.
• Juggle multiple tasks simultaneously, including updating customer relationship management systems and consulting knowledge bases.
• Handle inbound and outbound service and sales calls depending on business needs.

Candidate Qualifications

• Freshers or individuals with basic knowledge of travel, hospitality, or customer service are encouraged to apply.
• Minimum one year of professional service or calling program experience preferred; hospitality background is desirable.
• Proficient in Microsoft Office applications (Word, Outlook, PowerPoint, Excel) and advanced internet research skills.
• Excellent verbal and written English communication abilities with professional phone etiquette.
• Strong problem-solving skills and ability to handle high-volume transactions while maintaining quality standards.
• Ability to work flexible schedules in a 24/7 call center environment.
• Good geographical knowledge to assist with travel planning and arrangements.

Additional Information

• Transportation allowance and canteen subsidy provided.
• Night shift allowance applicable as per specific process requirements.
• Health insurance, tuition reimbursement, work-life balance programs, rewards, recognitions, and internal job postings for career advancement.

Work Environment

This is an on-site, full-time role located in Gandhinagar, Gujarat. Successful candidates will be expected to handle multiple communication methods and resolve complex inquiries without constant supervision.