Process Analyst

QEval; Vadodara; On-site; INR 270,000 - 330,000; Full time

Benefits offered by this job

Transportation allowance

Canteen Subsidy

Health Insurance

Tuition Reimbursement

Work-Life Balance Initiatives

Rewards & Recognition

Job summary

Etech Global Services, LLC in Vadodara is seeking an energetic Customer Support Specialist to handle inbound calls about property inquiries, bookings, payments, and related issues. You will deliver outstanding customer experiences through voice, email, and chat channels, while identifying sales opportunities and ensuring accurate documentation.

The role emphasizes problem-solving, empathy, and ethical selling, with shift flexibility and a focus on achieving service and sales targets.

Qualifications

• Excellent spoken English with clear pronunciation, fluency, confidence and professional articulation.
• Strong written English, grammar, comprehension and email/chat etiquette.
• Proven ability to manage live calls, difficult customers, complaints, and objections professionally.
• Strong customer service orientation, problem-solving, persuasion and sales skills.
• Ability to multitask across CRM, booking systems, telephony, email and chat tools.
• Prior experience in travel, hospitality or sales preferred.
• Graduate/undergraduate candidates with strong communication skills may be considered.
• Flexibility to work rotational shifts, weekends and holidays as required.

Responsibilities

• Inbound Voice Support (Primary): Handle customer calls related to property inquiries, bookings, confirmations, modifications, cancellations, refunds, payments, and stay-related issues.
• Customer Experience: Demonstrate active listening, empathy, acknowledgment, paraphrasing, reassurance, rapport building, call control, and effective objection handling.
• Omnichannel Support: Manage customer inquiries through email and live chat with professional, accurate, grammatically correct, and empathetic communication.
• Sales & Conversion: Identify customer needs, recommend suitable properties, address objections, and convert qualified inquiries into bookings while maintaining ethical selling practices.
• Issue Resolution: Investigate booking and payment concerns, follow approved policies and SOPs, coordinate with relevant teams, and escalate cases when required.
• Documentation & Compliance: Maintain accurate CRM/ticket records, communicate realistic expectations, protect customer information, and avoid unauthorized commitments.
• Performance: Meet assigned targets for call quality, customer satisfaction, sales conversion, productivity, response SLAs, and schedule adherence.

Skills

Spoken English

Written English

Customer Service

Sales Skills

Multitasking

Education

Graduate/Undergraduate

Tools

CRM software

Booking systems

Telephony tools

Job description

What We Offer:

• Transportation allowance
• Canteen Subsidy
• Health Insurance
• Tuition Reimbursement
• Work-Life Balance Initiatives
• Rewards & Recognition

Key Responsibilities

• Inbound Voice Support (Primary): Handle customer calls related to property inquiries, bookings, confirmations, modifications, cancellations, refunds, payments, and stay-related issues.
• Customer Experience: Demonstrate active listening, empathy, acknowledgment, paraphrasing, reassurance, rapport building, call control, and effective objection handling.
• Omnichannel Support: Manage customer inquiries through email and live chat with professional, accurate, grammatically correct, and empathetic communication.
• Sales & Conversion: Identify customer needs, recommend suitable properties, address objections, and convert qualified inquiries into bookings while maintaining ethical selling practices.
• Issue Resolution: Investigate booking and payment concerns, follow approved policies and SOPs, coordinate with relevant teams, and escalates cases when required.
• Documentation & Compliance: Maintain accurate CRM/ticket records, communicate realistic expectations, protect customer information, and avoid unauthorized commitments.
• Performance: Meet assigned targets for call quality, customer satisfaction, sales conversion, productivity, response SLAs, and schedule adherence.

Required Skills & Qualifications

• Excellent spoken English with clear pronunciation, fluency, confidence, and professional articulation.
• Strong written English, grammar, comprehension, and email/chat etiquette.
• Proven ability to manage live calls, difficult customers, complaints, and objections professionally.
• Strong customer service orientation, problem-solving, persuasion, and sales skills.
• Ability to multitask across CRM, booking systems, telephony, email, and chat tools.
• Prior experience in customer service, contact centers, travel, hospitality, or sales preferred.
• Graduate/undergraduate candidates with strong communication skills may be considered.
• Flexibility to work rotational shifts, weekends, and holidays as required.