<p>We are looking to hire a <strong>Senior Executive, Customer Experience – Hotels</strong> to play a key role in managing customer interactions and email/call support processes for <a href="https://himalayas.app/companies/ixigo">ixigo</a> 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.</p><h3>Key Responsibilities</h3><p>As a Senior Executive, Customer Experience – Hotels, you will be responsible for:</p><p>1. Handling customer emails, callbacks, and escalations related to hotel bookings through Freshdesk and other support channels.</p><p>2. Maintaining minimal email and L2 queue pendency while ensuring timely and accurate resolutions.</p><p>3. Coordinating with hotel partners, suppliers, and internal stakeholders for issue resolution, refunds, amendments, cancellations, and special requests.</p><p>4.Ensuring adherence to defined SLAs and maintaining high customer satisfaction scores.</p><p>5.Assisting team members with process updates, policy changes, and best practices.</p><p>6.Working closely with the Training &amp; Quality team to identify and address process gaps.</p><p>7. Supporting ad-hoc projects, product launches, and operational initiatives as required.</p><p>8. Contributing to the development and enhancement of SOPs based on product, partner, and process changes.</p><p>9. Identifying recurring customer issues and sharing insights with Product, Technology, and Business teams to improve customer experience.</p><p>10. Maintaining accurate documentation and case records for effective tracking and reporting.</p><p>1.Excellent verbal and written communication skills.<br>2.Strong analytical and problem-solving abilities.<br>3. Outstanding customer service orientation with a customer-first mindset.<br>4. Self-motivated, proactive, and capable of working independently.<br>5.Strong focus on quality, accuracy, and customer satisfaction.<br>6. Ability to multitask and perform effectively in a fast-paced environment.<br>7. Flexible to work on weekends, public holidays, and rotational shifts as per business requirements.</p><h3>Must-Have Skills</h3><p>1.Strong understanding of the Hotels business, booking lifecycle, cancellations, amendments, refunds, check-in/check-out processes, and partner coordination.<br>2. Excellent communication and stakeholder management skills.<br>3.Proficiency in MS Excel (including advanced functions), Word, and PowerPoint.<br>4.Strong knowledge of Freshdesk and customer support workflows.<br>5.Ability to handle escalations professionally while maintaining a positive customer experience.<br>6.Data-driven approach to identifying trends and recommending process improvements.</p><p><strong>Responsible for safeguarding sensitive company data against unauthorized access, use, o