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Customer Experience Specialist

2 months ago

Chennai, India Pickyourtrail Full time

Pickyourtrail is looking to recruit a Customer Experience Associate for a new business category (TAM - $40B). When the pandemic created havoc across the travel industry, we put our heads down and built out a new business vertical from scratch. The product market fit has been established and we have 10 paying customers. We are at a point where we wish to scale this business ground up.


Expectations from the role :


  • Be an All Rounder in terms of delivering Customer Experience
  • Concierge:
  • Interact with customers and be the face of the brand from an operations perspective
  • Respond to customer queries over chat/call adhering to SLAs
  • Handle escalations from customers - understand the problem, fix it and close the loop with customers
  • Able to work under pressure and deliver top notch customer experience
  • Be on top of Customer Experience - ensure every trip booked is seamless
  • Operations:
  • Support offline booking requests for customers
  • Help our customers with special requests and customized bookings
  • Perform additional concierge services for high touch customers (e.g. Web Checkin, Seat Selection, Meal selection)
  • Feedback loop
  • Capture and share live customer issues on product offerings and feature based on


You’ll be a great fit for this role if you have :


  • At least 0-3 years of experience in a Customer Support Environment (2024 & 2025 graduates can apply)
  • Great communication skills; you are able to understand/empathize with customer issues and are able to provide favorable solutions
  • Able to think on the feet and ensure customer issues are resolved
  • Comfortable working across shifts with a roster plan
  • Adherence to operational processes and SLAs