Customer Care Executive- International process

Teamlease Digital Private Ltd.; Kolkata District; On-site; INR 300,000 - 460,000; Full time

Job summary

Teamlease Digital Private Ltd. in India is seeking a detail-oriented Customer Service Executive to manage inbound/outbound calls, emails, chats, and social media tickets, ensuring SLA adherence and courteous service.

You will assist with reservations, vehicle rentals, roadside support, and billing inquiries, documenting interactions in the CRM. The role emphasizes proactive problem solving, empathy, and clear communication to enhance customer satisfaction and loyalty in a fast-paced travel

Responsibilities

• Customer Support: Handle inbound customer calls professionally and courteously; Make outbound calls for booking confirmations, follow-ups, and issue resolution; Respond to customer emails, chat requests, and social media tickets within SLA; Deliver exceptional service with a positive and professional attitude; Build customer satisfaction and provide prompt, accurate assistance.

Job description

Role & responsibilities

Key Roles & Responsibilities

1. Customer Support
   • Handle inbound customer calls professionally and courteously.
   • Make outbound calls for booking confirmations, follow-ups, and issue resolution.
   • Respond to customer emails, chat requests, and social media tickets within SLA.
   • Deliver exceptional service with a positive and professional attitude.
   • Build customer satisfaction and provide prompt, accurate assistance.
2. Reservation Management
   • Assist customers in making new vehicle reservations.
   • Modify existing reservations as per customer requirements.
   • Process booking cancellations as per company policies.
   • Explain rental procedures, booking policies, pricing, and vehicle availability.
   • Verify customer information before confirming reservations.
   • Provide rental confirmations and booking details accurately.
3. Vehicle Rental Assistance
   • Guide customers regarding available vehicle categories.
   • Explain rental packages and pricing structures.
   • Assist customers in selecting suitable vehicles based on travel needs.
   • Inform customers about insurance coverage and optional add-on services.
   • Explain fuel policies, mileage limits, security deposits, and rental agreements.
4. Customer Query Resolution
   • Handle inquiries related to: Reservations, Booking Modifications, Cancellations, Rental Extensions, Vehicle Upgrades, Rental Charges, Security Deposits, Billing Clarification, Payment Status, Refund Processing, Loyalty Programs, Promotional Offers, Pickup/Drop-off Locations, Vehicle Availability.
5. Roadside Assistance Coordination
   • Coordinate support for emergency situations: vehicle breakdowns, flat tire, battery jump start, lockout assistance, accident reporting, vehicle replacement requests, towing coordination, and emergency roadside support.
   • Ensure timely communication and continuous updates until the issue is resolved.
6. Complaint Handling
   • Resolve customer complaints professionally.
   • Understand customer concerns patiently.
   • De-escalate difficult situations.
   • Coordinate with internal departments for resolution.
   • Ensure customer satisfaction before closing complaints.
   • Maintain ownership until final resolution.
7. Documentation
   • Accurately document every customer interaction including call notes, booking updates, complaint details, resolution steps, escalation history, and customer feedback.
   • Maintain complete records in the CRM system.