Customer Service Executive

JOB SUMMARY : Stuba is an award winning global accommodation wholesaler, serving travel agents and tour operators with offices in Australia, India, UAE, UK and USA. Known for our exceptional service in travel industry, our Customer Support profile possess excellent communication skills both written and verbal, experience in handling clients of different nationalities, good telephonic manners and strong analytical skills with non-call centric behavior. We are looking for enthusiastic Client relationship professionals to support our client cases and interact with different partners at various levels. He / She will primarily be responsible for addressing the clients’ queries through emails and calls, ensuring that our product or service has met the client’s expectation. He/ she may occasionally require to take active role in new implementation and suggestions for process improvement based on their experience dealing with partners and clients. This is a great opportunity for an individual to extend and utilize his/ her interest in tourism and travel into a solid broad skill set. REQUIRED AND DESIRED EXPERIENCE : • Graduate and above. • Experience in Travel /Tourism/ Hotel Industry would be beneficial • 2 to 5 yrs relevant experience in Client Relationship Management . • Experience with escalation management would be a valuable add on • Good understanding of MS-Office tools. • Clarity of thoughts and words. • Planning efficiently while avoiding analysis paralysis. • Interactive and good at probing. • Flexibility to work in rotational shifts. • Make timely, practical, effective decisions. • To take initiative without being asked. • Experience in using any CRM system. KEY TASKS AND RESPONSIBILITIES : • He is responsible for efficient dealing of cases which are assigned for completion. • His / Her responsibility is to acknowledge and revert to participant questions, as well as question participants to obtain full understanding of the bookings made. • He / She is responsible for authoring accurate documentation of all cases, in regard to inquiries, using our Tracking System. • He / She will be responsible for complex problem resolution, creating and improving procedures and facilitating communication and scripting to resolve various tasks. Other duties include researching and proofing cases highlighted. • Follow ups: Demonstrate strong follow - through and consistently keep commitments to clients and partners. • Take ownership and responsibility for priority customer issues where and when required review urgent and critical incidents for quality. • Prioritization Ability: To prioritize the assignments in hand even in critical situations. Effectively handle multiple projects or tasks at the same time and complete them in a timely manner. • Dealing with ambiguity: Works effectively in situations involving uncertainty or lack of information. Is open to and responds flexibly to change. • Flexibility: Open to work in rotational shifts and extended working hours to meet the expectations of the case. • Teamwork: Willingness to roll up sleeves and fosters cross-functional and cross business teamwork. Builds and promotes team morale. Works efficiently with manager and teams to meet client's needs. Meets all team commitments. Consistent effort, and willingness to go beyond the assigned duties when needed. • Self-development and teaching: Understands personal strengths and development needs. Initiates self-development actions. Seeks and shares job-relevant learning, developmental experiences, and feedback to enhance performance. Encourages others to take personal responsibility for continual learning and skill growth. PLACE OF WORK AND WORKING HOURS : Pune, India Sunday to Saturday : Rotational Shift with two week off’s ( Remote after training )