Customer Experience Executive

1 week ago


Vijayawada, India The Hosteller Full time

Job description

Responsibilities:


  • Understand the Company’s quality assurance policies & processes.
  • Understand customer behavior, demographics, interaction, feedback channels, etc.
  • Respond to customer inquiries, concerns, and feedback across various channels, including email, booking platforms, and phone.
  • Manage and resolve post-stay complaints/ grievances effectively, ensuring timely and satisfactory outcomes for our guests.
  • Collect and analyze guest feedback to identify trends, areas for improvement, and opportunities to enhance the customer experience.
  • Prepare and present regular reports on customer feedback, complaint resolution, and overall customer experience metrics.
  • Coordination between different teams for suggested improvements.
  • Implement various proactive prevention measures to avoid negative feedbacks.
  • Uplift reputation management skills on a timely basis.
  • Understand various reporting KPIs to optimize workflow.



Requirements:


  • Bachelor’s degree in Hospitality or related field
  • 1-3 years of experience in customer service, preferably in the hospitality industry.
  • Excellent communication skills, both written and verbal.
  • Strong problem-solving abilities with a customer-centric mindset.
  • Ability to work under pressure and manage multiple tasks simultaneously.
  • Familiarity with online reputation management (ORM) tools.



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