Sr. Executive- Customer Experience– Hotels
Ixigo•1d ago
Gurugram, inOnsiteFull-timeEntry Level0-1 yrs exp
Top focus
Account Executive
- Launched in 2007 by Aloke Bajpai & Rajnish Kumar, ixigo (Le Travenues Technology Limited) is a technology company focused on empowering Indian travellers to plan, book and manage their trips across rail, air, buses and hotels. ixigo assists travellers in making smarter travel decisions by leveraging artificial intelligence. The ixigo, ConfirmTkt and AbhiBus apps allow travellers to book train tickets, flight tickets, bus tickets, hotels
- provide travel utility tools and services developed using in-house proprietary algorithms and crowd-sourced information. With over 54 crore Annual Active Users in Fiscal 2025, ixigo is the leading OTA for Next Billion Users in India. For more information, please visit http://www.ixigo.com
- 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
- providing valuable customer insights to product, technology
- 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
- 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
- internal stakeholders for issue resolution, refunds, amendments, cancellations
- special requests. 4.Ensuring adherence to defined SLAs and maintaining high customer satisfaction scores. 5.Assisting team members with process updates, policy changes
- best practices. 6.Working closely with the Training & Quality team to identify and address process gaps. 7. Supporting ad-hoc projects, product launches
- operational initiatives as required. 8. Contributing to the development and enhancement of SOPs based on product, partner
- process changes. 9. Identifying recurring customer issues and sharing insights with Product, Technology
- 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
- capable of working independently. 5.Strong focus on quality, accuracy
- customer satisfaction. 6. Ability to multitask and perform effectively in a fast-paced environment. 7. Flexible to work on weekends, public holidays
- 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
- partner coordination. 2. Excellent communication and stakeholder management skills. 3.Proficiency in MS Excel (including advanced functions), Word
- 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
- for reporting any suspected security incidents in line with the organization's ISMS (Information Security Management System) policies and procedures.
Required skills
MS ExcelFreshdeskcustomer supportstakeholder management