Customer Care advisor - Mumbai

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.