Call Center Representative

Company Description Itc Sonar Royal is a hospitality-focused organization known for delivering high-quality guest experiences and professional customer service. The company operates in dynamic, fast-paced environments where attention to detail and courteous communication are essential. Team members are encouraged to maintain high service standards and collaborate to ensure smooth daily operations. The organization values reliability, professionalism, and a customer-first mindset, providing opportunities for skill development and growth. Joining Itc Sonar Royal means contributing to a service-driven culture that prioritizes guest satisfaction and operational excellence.
Role Description The Call Center Representative role at Itc Sonar Royal is a full-time, on-site position based in Mumbai. In this role, the representative handles inbound and outbound calls, responds to guest inquiries, and provides accurate information about services, bookings, and policies. Daily tasks include resolving customer issues, documenting interactions in the system, and escalating complex concerns to the appropriate department when needed. The representative maintains a courteous and professional tone, follows defined scripts and procedures, and meets performance targets related to call quality, response time, and customer satisfaction. Collaboration with other team members and adherence to company guidelines are essential to ensure a consistent, high-quality customer experience.
Qualifications
Customer service and support skills, including experience as a Customer Service Representative and a strong focus on Customer Satisfaction.
Interpersonal Skills that enable clear, empathetic, and respectful communication with a diverse customer base.
Customer Support capabilities, including handling inquiries, complaints, and service requests efficiently and professionally.
Computer Literacy, with the ability to use call center software, CRM systems, email, and basic office applications.
Strong verbal and written communication skills in English; additional local language proficiency is an advantage.
Ability to work in a structured, high-volume call environment while maintaining accuracy and composure.
Prior experience in call centers, hospitality, or customer-facing roles is preferred but not mandatory.
Minimum educational qualification: high school diploma or equivalent; further education in communications or hospitality is beneficial.

Work arrangement
No