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Process Associate

Role Title
: Process Associate
Department: Customer Support Team
Reporting To: Process Lead / Asst. Manager
Shift Timing: 24*7 (5 days working, Rotational Shifts)
People Reporting: No
Language: Proficient in Hindi & English (verbal & written both)
Job Location: Pune
Summary 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:

  • Attending Calls/Chats/Emails of customers
  • Answering 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 & Complexity
  • Identifying 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, to understand exactly what customers require and problem-solving skills
  • Confidence, patience, politeness, tact, and diplomacy, when dealing with difficult situations
  • Creative thinking, to be able to come up with new ideas to improve customer service standards
  • An ability to work well under pressure
  • Working Knowledge/experience in travel/tourism will be preferred. Knowledge of GDS, Galileo/Amadeus will be an added advantage
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