Role Summary

Handled high-volume customer interactions in a travel and service support environment, focusing on inbound queries, upselling, and issue resolution. Delivered service aligned with performance metrics and customer satisfaction benchmarks.

Key Responsibilities

Customer Support & Query Handling

• Managed inbound calls addressing customer inquiries and service requests

• Provided accurate information and end-to-end resolution

Sales & Upselling

• Promoted add-on services and upgrades during customer interactions

• Converted service calls into revenue opportunities

Issue Resolution & Escalations

• Handled complaints and service issues with timely resolution

• Escalated complex cases as per defined protocols

Performance & SLA Management

• Maintained KPIs including AHT, TAT, and customer satisfaction scores

• Ensured adherence to process guidelines and quality standards

Data & CRM Handling

• Updated customer interactions and case details in internal systems

• Maintained accuracy in documentation and reporting

Key Achievements

• Achieved consistent performance across service and sales metrics

• Improved customer satisfaction through effective communication

• Contributed to revenue through successful upselling

Skills & Competencies

Customer Service | Inbound Support | Upselling | CRM Handling | SLA Management | Communication

Business Impact

Enhanced customer experience and operational efficiency by delivering reliable support, resolving issues effectively, and contributing to revenue generation through value-added services.