Sr. Executive- Customer Experience– Hotels

### Company Description

Launched in 2007 by Aloke Bajpai & Rajnish Kumar, ixigo (Le Travenues Technology Limited) is a technology company focused on empowering Indian travellers to plan, book and manage their trips across rail, air, buses and hotels. ixigo assists travellers in making smarter travel decisions by leveraging artificial intelligence. The ixigo, ConfirmTkt and AbhiBus apps allow travellers to book train tickets, flight tickets, bus tickets, hotels, and cabs, and provide travel utility tools and services developed using in-house proprietary algorithms and crowd-sourced information. With over 54 crore Annual Active Users in Fiscal 2025, ixigo is the leading OTA for Next Billion Users in India. For more information, please visit http://www.ixigo.com

### Job Description

We are looking to hire a Senior Executive, Customer Experience – Hotels to play a key role in managing customer interactions and email/call support processes for ixigo 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.

Key Responsibilities

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

1. Handling customer emails, callbacks, and escalations related to hotel bookings through Freshdesk and other support channels.

1. Maintaining minimal email and L2 queue pendency while ensuring timely and accurate resolutions.

1. Coordinating with hotel partners, suppliers, and internal stakeholders for issue resolution, refunds, amendments, cancellations, and special requests.

4.Ensuring adherence to defined SLAs and maintaining high customer satisfaction scores.

5.Assisting team members with process updates, policy changes, and best practices.

6.Working closely with the Training & Quality team to identify and address process gaps.

1. Supporting ad-hoc projects, product launches, and operational initiatives as required.