Senior Executive - Front Office & Back Office Operations @ Coforge

Job Description:

• The Executive / Senior Executive will be responsible for providing exceptional customer support across Front Office (Voice/Chat/Email) and Back Office operations. The role includes handling pre-travel enquiries and on-holiday complaints, processing customer requests, resolving issues efficiently, and delivering a high-quality customer experience. They will be required to support customers in Czech, Polish and English while ensuring compliance with service standards, process guidelines and operational KPIs.
• Handle customer interactions via Phone, Chat, Email, and Back Office channels.
• Provide support for pre-travel enquiries including bookings, amendments, cancellations, payment-related questions, travel documentation, and ancillary services.
• Process customer requests accurately within defined turnaround times.
• Investigate and resolve customer concerns while maintaining high levels of customer satisfaction (CSAT).
• Liaise with internal departments, suppliers, and external stakeholders to resolve customer issues.
• Adhere to operational procedures, quality standards, and compliance requirements.
• Meet productivity, quality, and customer experience targets.
• Support business continuity by handling both Front Office and Back Office workloads as required.
• Participate in training, calibration sessions, and process improvement initiatives.
• Demonstrate flexibility in supporting multiple queues and business requirements
• Strong verbal and written communication skills.
• Customer-centric approach with excellent problem-solving abilities.
• Ability to multitask and manage multiple customer interactions effectively.
• Strong attention to detail and accuracy in processing requests.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Good analytical and decision-making skills.
• Proficiency in MS Office applications and web-based systems.
• Ability to work independently as well as collaboratively within a team.
• Understand travel terminology and customer service interactions across multiple channels.
• Communicate fluently with customers, suppliers, and internal stakeholders.
• Graduate in any discipline (preferred)
• Experience in Travel, Hospitality, Customer Service, BPO, Contact Centre, or Shared Services environment preferred.
• Prior experience supporting international customers will be an advantage.
• Experience handling Voice, Chat, Email, and Back Office transactions preferred.
• Mandatory proficiency in Czech, Polish, and English languages.
• Customer Satisfaction (CSAT)
• Quality Score
• Productivity & Throughput
• SLA Adherence
• Attendance & Schedule Adherence
• Back Office Accuracy

Requirements: