Senior Executive – Customer Experience (Hotels)

About the role

We are seeking a Senior Executive to lead customer experience for our hotel booking platform. The role involves managing email and call support, ensuring swift resolution of guest issues, and collaborating with partners to enhance the overall hotel booking journey.

Key responsibilities

• Handle customer emails, callbacks, and escalations related to hotel bookings via Freshdesk and other support channels.
• Maintain minimal email and L2 queue pendency while ensuring timely and accurate resolutions.
• Coordinate with hotel partners, suppliers, and internal stakeholders for issue resolution, refunds, amendments, cancellations, and special requests.
• Ensure adherence to defined SLAs and maintain high customer satisfaction scores.
• Assist team members with process updates, policy changes, and best practices.
• Work closely with the Training & Quality team to identify and address process gaps.
• Support ad‑hoc projects, product launches, and operational initiatives as required.
• Contribute to the development and enhancement of SOPs based on product, partner, and process changes.
• Identify recurring customer issues and share insights with Product, Technology, and Business teams.
• Maintain accurate documentation and case records for effective tracking and reporting.

Required profile

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

Required skills

• Freshdesk