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.