Customer Support Executive

2 weeks ago

Chennai, Tamil Nadu, India Pickyourtrail Full time

About Pickyourtrail

Pickyourtrail is the Indian millennial's most loved leisure travel brand. Our mission is to make a positive impact on people by delivering meaningful & memorable experiences through travel. We take pride in having built India's biggest b2c product company in travel which is also a Do-It-Yourself vacation builder platform . Over 100,000 travellers from 14 countries have picked their trail with us and have rated us exceptional across TrustPilot, Facebook and Google. In fact, Google in its travel survey had cited Pickyourtrail's model of combination of expert-led advice and tech platform as the desired solution for the vacation industry. With an NPS score of 60+, We continue to focus on delivering exceptional value and experiences for the new age travellers breaking away from the traditional packaged tours model.

Why work with Pickyourtrail

The most obvious question is on the industry - The travel Industry has been the worst hit in the Pandemic. We strongly believe that with the vaccination percentages and overall understanding of the disease the worst is behind us. The next 12-24 months is a watershed moment in the travel industry and more so in the Leisure vertical. The huge pent up demand is real - look around and almost every 2nd person you come across wants to take a break. By joining any travel company, you are buying a shot at an accelerated career growth over the next few years

Pickyourtrail is one of the very few travel startups that have survived the pandemic. We have not only survived but also increased our product portfolio to now include - Domestic Staycations, Global markets (Dubai and USA) in addition to our India outbound market. Despite the tough circumstances surrounding the pandemic we have managed to maintain and in fact grow our glass door rating to 4.2 on 5.

The role of Customer experience involves providing comprehensive assistance, guidance, and personalized services to travelers visiting international destinations. This position focuses on ensuring a seamless and enriched travel experience by offering expert advice, addressing traveler needs, and coordinating various services.

Responsibilities:

  • Act as a liaison between customers and service providers, hotels, restaurants, and local attractions to facilitate bookings, resolve issues, and ensure a seamless experience.
  • Be available to assist customers in emergency situations, offering guidance on medical assistance, lost documents, or any unforeseen travel disruptions.
  • Demonstrate cultural sensitivity and awareness to assist travelers from diverse backgrounds, ensuring a respectful and enriching travel experience.
  • Build and maintain strong relationships with customers, providing ongoing support, and being a reliable point of contact throughout their journey.
  • Maintain accurate records of customer preferences, requests, and interactions. Generate reports and feedback to improve services and experiences offered.

Requirements:

  • Excellent communication skills in multiple languages (if applicable) and proficiency in English. Knowledge of additional languages is advantageous.
  • Strong organizational abilities with attention to detail and the ability to manage multiple tasks efficiently.
  • Proficiency in using reservation systems, travel-related software, and Microsoft Office suite adds an advantage
  • Open for working on Rotational shifts (includes night shifts)

Attributes:

  • Customer-focused mindset with a passion for providing exceptional service.
  • Resourcefulness and problem-solving skills to address diverse traveler needs.
  • Adaptability and flexibility to navigate various situations and unexpected changes.
  • Cultural awareness and sensitivity to accommodate travelers from different backgrounds.
  • Professionalism and the ability to maintain confidentiality in handling sensitive traveler information.

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