Bilingual / Multilingual Support - Voice / Blended
IRCTC (Indian Railway Catering and Tourism Corporation)Job Highlights
Required Skills
Job Description
Role Summary:
We are seeking a dedicated and customer-focused Bilingual/Multilingual Support Executive to join our team. This role will involve providing exceptional customer service through voice and blended channels, assisting passengers with inquiries, bookings, and resolving issues related to Indian Railways services. The ideal candidate will be fluent in at least two languages, with one being English, and possess excellent communication and problem-solving skills.
Key Responsibilities:
- Handle inbound and outbound customer calls, emails, and chat inquiries in multiple languages.
- Provide information and assistance regarding train schedules, ticket bookings, cancellations, and refunds.
- Address customer complaints and concerns promptly and professionally, aiming for first-contact resolution.
- Assist passengers with travel-related queries, including platform information, station facilities, and onboard services.
- Process bookings, modifications, and cancellations for train tickets, flights, and hotel reservations.
- Escalate complex issues to appropriate departments or supervisors when necessary.
- Maintain accurate records of customer interactions and transactions in the CRM system.
- Adhere to company policies, procedures, and service level agreements.
- Contribute to team goals and objectives by meeting performance metrics and quality standards.
- Stay updated on IRCTC services, promotions, and railway network changes.
About IRCTC (Indian Railway Catering and Tourism Corporation)
Indian Railway Catering and Tourism Corporation (IRCTC) is a subsidiary of the Indian Railways and the de facto tourism and catering arm of the Indian Railways. It operates across various segments including catering and hospitality, online ticket booking, and tourism. IRCTC plays a pivotal role in managing the food services on trains and in railway stations, operating tourist trains, and providing online booking services for train tickets, flights, and hotels. It is a public sector undertaking and a key player in India's transportation and tourism ecosystem.
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