Job Title

JOB SUMMARY:Stuba is an award-winning global accommodation wholesaler, serving travel agents and tour operators with offices in Australia, India, UAE, UK and USA. Known for our exceptional service in travel industry, our Customer Support profile possess excellent communication skills both written and verbal, experience in handling clients of different nationalities, good telephonic manners and strong analytical skills with non-call centric behavior. This is an exciting role within a rapidly growing, award-winning travel organisation sourcing worldwide hotels and transfers, both directly and from third party suppliers with a need to ensure that each product meets our strict criteria. Customer Support agents are the front-line of our business. Having been recognized for offering the very best in customer service, the main purpose of the role is to provide an effective resolution to our customer queries and communicating with our clients and suppliers on a daily basis over the telephone and via email, to assist them in a variety of ways with the booking and amending process, ensuring that our email inboxes are kept up-to-date as well as telephone calls answered in line with the department objectives.REQUIRED EXPERIENCE:• At least 1-year proven Customer Service role • Experience in an inbound call center role • Proven experience in issue resolution and/or complaint handling • Sound knowledge of web-based applications • Excellent English verbal and written communication skillsDESIRABLE EXPERIENCE:• Experience in travel industry • A good understanding of world geographyKEY TASKS AND RESPONSIBILITIES:• Ensuring phone calls are answered timely and in a professional manner at all time • Resolving all customer queries to mutual satisfaction; by clarifying the customer’s query, determining the action required by selecting and explaining the best solution to solve the query • Ensuring cases are created following any phone or email query that requires further action and resolved in line with team objectives • Being able to follow service level agreements and ensuring queries are escalated timely and/or handover is completed when required • Knowing when to grasp a sales opportunity and convert into a booking • Ensuring all of our email inboxes are up to date at all times • Data entry via completion codes and spread sheets to track vital business information • Recognizing and prioritizing key accounts with complete ownership of the query until satisfactory resolution • Being able to deal with difficult situations in a professional manner at all times • Being confident in using different website and systems, often at the same time whilst talking on the phone • Being comfortable liaising with the correct departments across the business for specific situations and/or queries • Providing Out of Hours cover on a rotation when required • Performing ad-hoc individual projects upon request and according to the briefPLACE OF WORK AND WORKING HOURS: Role is based on Work from Home however full training provided in Pune office and occasional need of office presence. Rotational shift with weekend working; 2 days off per week 8h 30 mins shift with 30 mins scheduled break