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Customer Service
2 weeks ago
Role Overview
The Customer Service & Booking Officer is responsible for managing customer inquiries, processing bookings, resolving service issues, and ensuring a seamless customer journey from initial contact to post-service follow-up. The role requires strong communication, organizational, and problem-solving skills to uphold service excellence and operational efficiency.
Key Responsibilities
Handle incoming customer inquiries via phone, email, chat, and in-person with professionalism and accuracy.
Process bookings, cancellations, amendments, and special requests in line with company policies.
Maintain updated and accurate records in the booking and CRM systems.
Provide product/service information, pricing details, and policy explanations to customers.
Resolve complaints and service issues promptly, escalating complex matters when necessary.
Coordinate with internal teams (operations, sales, finance) to ensure smooth service delivery.
Monitor booking capacity, availability, and scheduling to prevent conflicts or overbooking.
Follow up with customers post-booking to ensure satisfaction and encourage repeat business.
Generate daily/weekly booking and customer service reports for management review.
Uphold company standards for customer care and contribute to process improvements.
Qualifications & Skills
Bachelor's degree (preferred) or diploma in business administration, hospitality, or related field.
Proven experience in customer service, reservations, or booking coordination.
Strong verbal and written communication skills.
Proficiency in booking software, CRM systems, and MS Office.
Ability to multitask, prioritize, and manage time effectively.
Conflict resolution and problem-solving abilities.
Detail-oriented with strong organizational skills.
Customer-first mindset with a professional demeanor.
KPIs (Key Performance Indicators)
Customer satisfaction score
Average response and resolution time.
Booking accuracy and error rate.
Retention and repeat booking rate.
Job Type: Full-time
Pay: Rs50, Rs70,000.00 per month
Work Location: In person
