Intern - Call Center Operations

Job Purpose: We are seeking a customer-focused and proactive professional to manage B2C call center operations and support the growing online business. The role will be responsible for handling customer calls, WhatsApp, emails and online enquiries, while working closely with the team to provide timely responses, deliver a positive customer experience and convert digital enquiries into bookings.

Key Tasks:

• Handle B2C customer interactions through calls, WhatsApp, emails and online enquiries.
• Respond to customer queries promptly and professionally, ensuring a high standard of customer service and experience.
• Follow up on digital enquiries and actively support conversion of enquiries into bookings.
• Provide sales support by understanding customer requirements and assisting with suitable travel solutions.
• Coordinate with internal teams and relevant stakeholders to ensure timely resolution of customer requests and issues.
• Maintain accurate records of enquiries, follow-ups, customer interactions and bookings.
• Ensure proper coverage of B2C communication channels and timely response to incoming enquiries.
• Support the planned expansion of the online business by contributing to efficient B2C operations and improved enquiry-to-booking conversion.

Dimensions:

Personal Qualities / Behavioral Competencies:

• Strong customer service orientation with a professional and positive approach.
• Excellent verbal and written communication skills.
• Good follow-up skills with a strong focus on timely response and closure.
• Ability to understand customer requirements and support sales conversion.
• Strong coordination and interpersonal skills.
• Ability to work independently as well as collaboratively in a fast-paced environment.
• Attention to detail and ability to manage multiple customer enquiries simultaneously.

Education: Bachelors degree in Travel & Tourism, Hospitality, Business Administration, or a related field preferred.

Experience: Fresher