Hotel Operations Executive (Customer Support)

About the role

We are looking for a CST Associate (Individual Contributor) to join our Customer Experience team within the CST Travel business. Ideal candidates have experience in hotel or hospitality customer support—front office, guest relations, reservations, hotel contact centre, or OTA support—and can deliver calm, clear service across phone, email, chat, and social channels.

Key responsibilities

• Deliver exceptional service across phone, email, chat, and social channels.
• Handle customer queries and complex cases with empathy, clarity, and closure.
• Escalate thoughtfully when needed and follow through to resolution.
• Spot recurring issues, share feedback with leads and stakeholders.
• Use CRM and customer‑service tools effectively to document and resolve cases.
• Meet quality, productivity, and SLA expectations for the owned queue.
• Follow SOPs/playbooks, flag gaps, and collaborate with internal partners to unblock issues.
• Support booking and post‑booking journeys on the travel platform, including modifications, cancellations, and refunds.

Required profile

• 1–3 years of hands‑on customer support or guest service experience.
• Background in hotels or hospitality (front office, reservations, guest relations, contact centre, OTA support).
• Strong communication, problem‑solving, and ownership as an individual contributor.
• Comfort with CRM tools and multi‑channel support (phone, email, chat).
• Willingness to learn travel‑domain processes and tools quickly.

What we offer

• A collaborative, output‑driven program that connects businesses through technology.
• Opportunities to improve average revenue per user by increasing cross‑sell opportunities.
• Strong 360° feedback from peer teams and respect earned from peers and managers.
• Potential wealth creation as part of India’s largest digital lending story.