Sr Executive Customer Experience Backend Operations
Sr Executive Customer Experience Backend Operations
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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 for running ixigos daytoday operational processes and help improve operational efficiency.
As a Senior Executive Customer Experience you will be responsible for:
Handling calls/emails/cases as per quality frameworks and designed SOPs (for Flights/Hotels)
Handling escalation cases from ixigos leadership
Maintain Operational Metrics like First Response time Resolution Time and NPS within targets.
Attend regular Quality and Feedback sessions.
Help define SOPs as per process updates/product developments.
Provide insights and suggestions towards process improvement based on customer queries.
Qualifications :
Bachelors degree Minimum 1 year of experience as an executive preferably in the ecommerce or travel sector.
Excellent verbal written analytical and communication skills
Outstanding customer service skills and dedication to providing customer care
Must be a selfmotivator and selfstarter
Focus on quality and customer service
Ability to multitask and successfully operate in a fast paced team environment
Flexible working on some weekends & holidays
Must Haves:
Excellent knowledge of MS Word PowerPoint & Excel
Excellent Communication and Problem solving skills
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
