Sr. Executive- Customer Experience– Hotels

We are looking to hire a Senior Executive, Customer Experience – Hotels to play a key role in managing customer interactions and email/call support processes for ixigo Hotels. The individual will be responsible for driving day-to-day customer support operations, ensuring timely resolutions, improving operational efficiency, and providing valuable customer insights to product, technology, and business teams for continuous enhancement of the hotel booking experience.

Key Responsibilities

As a Senior Executive, Customer Experience – Hotels, you will be responsible for:

1. Handling customer emails, callbacks, and escalations related to hotel bookings through Freshdesk and other support channels.

2. Maintaining minimal email and L2 queue pendency while ensuring timely and accurate resolutions.

3. Coordinating with hotel partners, suppliers, and internal stakeholders for issue resolution, refunds, amendments, cancellations, and special requests.

4.Ensuring adherence to defined SLAs and maintaining high customer satisfaction scores.

5.Assisting team members with process updates, policy changes, and best practices.

6.Working closely with the Training & Quality team to identify and address process gaps.

7. Supporting ad-hoc projects, product launches, and operational initiatives as required.

8. Contributing to the development and enhancement of SOPs based on product, partner, and process changes.

9. Identifying recurring customer issues and sharing insights with Product, Technology, and Business teams to improve customer experience.

10. Maintaining accurate documentation and case records for effective tracking and reporting.

1.Excellent verbal and written communication skills.
2.Strong analytical and problem-solving abilities.
3. Outstanding customer service orientation with a customer-first mindset.
4. Self-motivated, proactive, and capable of working independently.
5.Strong focus on quality, accuracy, and customer satisfaction.
6. Ability to multitask and perform effectively in a fast-paced environment.
7. Flexible to work on weekends, public holidays, and rotational shifts as per business requirements.

Must-Have Skills

1.Strong understanding of the Hotels business, booking lifecycle, cancellations, amendments, refunds, check-in/check-out processes, and partner coordination.
2. Excellent communication and stakeholder management skills.
3.Proficiency in MS Excel (including advanced functions), Word, and PowerPoint.
4.Strong knowledge of Freshdesk and customer support workflows.
5.Ability to handle escalations professionally while maintaining a positive customer experience.
6.Data-driven approach to identifying trends and recommending process improvements.

Responsible for safeguarding sensitive company data against unauthorized access, use, or disclosure, and for reporting any suspected security incidents in line with the organization's ISMS (Information Security Management System) policies and procedures.