Customer Care advisor - Mumbai

Lower Parel

• 401/402 Piramal Tower, Peninsular Corporate Park, Lower Parel, Mumbai – 400013 Dadar
• The Ruby, 29, Senapati Bapat Marg, Dadar West, Mumbai, Maharashtra 400028 Role Responsibilities
• Handle inbound and outbound customer calls with professionalism, empathy, and a solutions-oriented approach.
• Resolve customer queries related to products, services, billing, and account management in a timely and accurate manner.
• Maintain detailed and accurate records of all customer interactions within the CRM system.
• Escalate complex or sensitive issues to appropriate departments and ensure timely follow-up and resolution.
• Consistently meet or exceed key performance indicators (KPIs), including average handle time, first call resolution, and customer satisfaction scores.
• Participate actively in training programs and knowledge refreshers to stay updated on product, policy, and process changes.
• Collaborate effectively with team members and supervisors to uphold service standards and foster a supportive team environment.
• Adhere strictly to company policies, data protection protocols, and regulatory compliance requirements. Eligibility & Requirements
• Experience:
• Freshers are considered for the Customer Service Advisor III role, preferably from institutions specializing in Travel & Tourism or related fields.
• For experienced candidates, prior experience in customer-facing roles within BFSI, Retail, E-commerce, or other service-oriented industries is preferred.
• BPO experience is advantageous but not mandatory.
• Communication Skills: Strong verbal and written communication skills in English (and Hindi/Marathi is a plus); clarity, professionalism, and courtesy in tone are essential.
• Additional Advantage: Prior experience in call centres, airlines, or customer support within high-service industries.
• Employment Type: The Customer Service Advisor III role is initially offered on a 2-year contract basis, with potential for conversion to permanent employment based on performance and business needs. Compensation & Work Details
• CTC: ₹5 LPA (fixed CTC)
• Work Schedule: 24x7 operations; candidates must be flexible to work rotating shifts, including night shifts (10:00 PM to 6:00 AM).
• Transport: Company-provided transportation is available for night shift employees only.
• Location: Interviews will be conducted in-person at either the Lower Parel or Dadar office.
• Note: Candidates residing at a significant distance from the office are advised against applying, as transportation may not be available post-shift for late-night departures.