Customer Service Representative

3 days ago


Mumbai Metropolitan Region, India The Hosteller Full time

Job brief:


The Hosteller, a chain of backpacker hostels with 55+ hostels across India currently, is the perfect pit-stop for global as well as local travellers to relax, rejuvenate and experience India’s rich heritage while not worrying about a clean, safe and smart place to stay. It is one of the fastest growing hostel chains in India that is uniquely designed, filled with activities and experiences for travelers to enjoy and offers a quality budget accommodation.


We are looking for a Customer Experience Executive (1-2 years work experience) to ensure that all external and internal requirements are met before our products and services reach our guests. You will be responsible for inspecting procedures and identifying mistakes or non-conformity issues. The successful applicant would be responsible for overseeing the quality standards and efficacy of the overall program to ensure utmost in customer satisfaction. The manager would also be responsible for ensuring continual quality improvement within The Hosteller.


Responsibilities:


  • Understand the Company’s quality assurance policies & processes
  • Understand customer behaviour, demographics, interaction, feedback channels, etc.
  • Analyse and maintain the Company’s online/offline reputation via various tools
  • Timely reporting of all reputation data
  • Coordination between different teams for suggested improvements
  • Facilitate immediate issues and provide guest resolution
  • Implement various proactive prevention measures to avoid negative feedback
  • Identify & conduct various inter-team pieces of training about Quality & Assurance processes
  • Uplift reputation management skills on a timely basis
  • Understand various reporting KPIs to optimize workflow


Required skills:


  • Bachelor’s degree in Hospitality or a related field
  • Any specialised course in Quality assurance is a PLUS
  • Great attention to detail and a results-driven approach
  • Outstanding communication skills
  • Excellent numerical skills and understanding of data
  • Working knowledge of tools, methods, and concepts of quality assurance
  • Organisational and time-management skills for meeting deadlines in a fast-paced environment


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