Role Title: Process ExecutiveDepartment: Customer Experience TeamShift Timing: 24*7 (5 days working, Rotational Shifts)People Reporting: NoLanguage: Proficient in Hindi & English (verbal & written both)Job Location: PuneSummary of Job Responsibility:The employee would handle queries received through Calls/Chat/Emails related to fare enquiry, ticket booking, cancellation, and general questions related to our travel website. Around 90% of customers are Hindi-speaking however employee needs to be proficient in Hindi & English both.Detail of Job Responsibility:AccountabilityAttending Calls/Chats/Emails of customersAnswering and solving queries related to the booking of flights and other relevant information.Quick and efficient handling of the system and the udChalo booking portal.Non-disclosure of sensitive information.Multitasking: should be able to handle multiple work types simultaneously.Efficient handling of customers.Clear and unambiguous communication of information to the customers.Handling queries on WhatsApp and chat on the udChalo website as well.Handling complaints and grievances and providing solutions.Communicating any complex issues, if any, to the Team Lead/Manager immediately.Follow communication procedures, guidelines, and policies.Following and adhering to the updates given by leads and trainers.Ensuing all the parameters of quality are met and exceeded while executing the job responsibility.Planning & ComplexityIdentifying and assessing customers needs to achieve satisfaction.Provide accurate, valid, and complete information by using the right methods/tools.Experience & Education:They have completed 10+2 from the recognized boards. Candidates pursuing a bachelor’s degree through distance education can also apply.Between 1-2 years of experience demonstrated in the customer support department.Communication skills that allow you to inform, help, and advise customers clearly and to liaise effectively with other professionals.Listening skills, understanding exactly what customers require and problem-solving skills.Confidence, patience, politeness, tact, and diplomacy, when dealing with difficult situationsCreative thinking, to be able to come up with new ideas to improve customer service standards.An ability to work well under pressure.