Process Associate
Internshala
About the job
Were Hiring | Customer Resolution Executive (Premium Process) We are looking for a Customer Resolution Executive to join one of our premium processes, specifically supporting hotel operations. If you have experience in handling escalations, grievances, and service recovery, this is a great opportunity for you! About the RoleYou will be responsible for managing escalated guest complaints across multiple channels (calls, emails, chats, and online platforms) and ensuring timely resolution with a superior customer experience.
Key Responsibilities
- Handling customer complaints end-to-end
- Managing escalations effectively
- Driving service recovery and customer retention
- Monitoring performance & reporting metrics
Key KPIs to Meet:
- Average Resolution Time (ART)
- First Contact Resolution (FCR)
- Customer Satisfaction (CSAT/NPS)
- Reopen / Repeat Complaint Rate
Eligibility Criteria
- Graduation is mandatory
- Minimum 1 year experience in Hotel Customer Service / Escalation / Grievance Desk
- Experience in a blended process (Voice + Non-Voice)
- Excellent communication skills
Interview Process
- HR Round
- VET & VWT (55 and above mandatory)
- Operations Round (Final)
Work Details
- Rotational shifts & weekly offs
- 5 Days Working
Compensation
- Salary: Hike on last drawn salary
- Attractive incentives
Interested candidates can share their resumes at: sharmishtha.kaushik@atain.com #Hiring #CustomerService #HospitalityJobs #EscalationManagement #BPOJobs #HiringNow #CareerOpportunity #Gurgaonjobs
Who can apply
Only those candidates can apply who
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