Travel LYKKE
Website:
lykke.travel
Job details:
1. Position Overview
We are looking for a customer-focused, proactive, and detail-oriented Customer Support
Executive to join our team in Pune / Jaipur. In this role, you will serve as the primary point of
contact for our customers, assisting them with inquiries, troubleshooting issues, and ensuring a
seamless end-to-end support experience across multiple communication channels (Email, Chat,
and Phone).
This role requires flexible availability to work in rotational shifts, including evening shifts and
weekends, in alignment with operational requirements.
2. Key Responsibilities
● Customer Assistance: Promptly answer customer queries received via inbound calls, email,
and live chat with professionalism and empathy.
● Issue Resolution: Identify, research, and resolve technical, billing, or general inquiries using
company knowledge bases and resources.
● Ticket & Case Management: Accurately log, track, and manage all customer interactions
within the ticketing system (CRM) through to resolution.
● Escalation Handling: Timely escalate complex or unresolved issues to specialized teams or
team leads, following internal standard operating procedures (SOPs).
● Quality & SLA Compliance: Maintain high customer satisfaction (CSAT) ratings while
consistently meeting targeted First Response Time (FRT) and Average Handling Time (AHT)
metrics.
3. Required Qualifications & Skills
● Education: Bachelor's degree or equivalent diploma in any field.
● Experience: 3 to 6 years of experience in customer support, contact center, or client
relations roles. Freshers with strong communication skills are welcome.
● Language & Communication: Excellent written and verbal English skills. Strong active
listening and interpersonal abilities.
● Technical Proficiency: Familiarity with basic computer applications, web browsers, and
ticketing tools (e.g., Zendesk, Salesforce, Freshdesk, or Zoho Desk).
● Problem-Solving: Ability to analyze customer problems logically and provide clear,
step-by-step guidance.
4. Work Conditions & Expectations
● Must be willing and flexible to work in 24/7 rotational shifts, including evening shifts and
rotating weekly offs.
● Must be based in or open to relocating to Pune or Jaipur.
● Demonstrated ability to multitask, manage stress during p
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