Job Description
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, refun...