Sr Executive– Customer Experience (Backend Operations)

  • Full-time

Company Description

Launched in 2007 by Aloke Bajpai & Rajnish Kumar, ixigo is a technology company focused on empowering Indian travelers to plan, book and manage their trips across rail, air, buses and hotels. ixigo assists travelers in making smarter travel decisions by leveraging artificial intelligence, machine learning and data science-led innovations on ixigo’s OTA platforms, including websites and mobile applications.
ConfirmTkt and AbhiBus became a part of ixigo in 2021. ixigo is headquartered in Gurugram with offices in Bangalore (ConfirmTkt) and Hyderabad (AbhiBus). The ixigo, ConfirmTkt and AbhiBus apps allow travellers to book train tickets, flight tickets, bus tickets, hotels, cabs and provide travel utility tools and services developed using in-house proprietary algorithms and crowd- sourced information. In 2022, as per data.ai, ixigo was featured in the Top 10 most downloaded travel apps worldwide

Job Description

We are looking to hire a Senior Executive, Customer Experience to play the key role of managing backend processes for customer service. He/She will drive the execution for running ixigo’s day-to-day operational processes and help improve operational efficiency.

As a Senior Executive – Customer Experience, you will be responsible for:

  1. Handling calls/emails/cases as per quality frameworks and designed SOPs (for Flights/Hotels)

  2. Handling escalation cases from ixigo’s leadership

  3. Maintain Operational Metrics like First Response time, Resolution Time and NPS within targets.

  4. Attend regular Quality and Feedback sessions.

  5. Help define SOPs as per process updates/product developments.

  6. Provide insights and suggestions towards process improvement based on customer queries.

Qualifications

  1. Bachelor’s degree - Minimum 1 year of experience as an executive, preferably in the ecommerce or travel sector.

  2. Excellent verbal, written, analytical and communication skills

  3. Outstanding customer service skills and dedication to providing customer care

  4. Must be a self-motivator and self-starter

  5. Focus on quality and customer service

  6. Ability to multitask and successfully operate in a fast paced, team environment

  7. Flexible working on some weekends & holidays

Must Haves:

  1. Excellent knowledge of MS Word, PowerPoint & Excel

  2. Excellent Communication and Problem solving skills

I'm interested