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Senior Executive

1 month ago

Gurgaon, Haryana, India ixigo Full time

Experience the challenge of a lifetime as a Senior Executive at ixigo, where customer satisfaction is paramount.

About Us

Ixigo is India's leading travel marketplace, providing users with the best prices on flights, hotels, and more. As a key member of our team, you will be instrumental in ensuring that our customers receive exceptional service.

The Role

We are seeking an experienced Senior Executive to join our Customer Experience team. In this role, you will be responsible for managing CXO-level escalations with utmost priority, while demonstrating excellent communication skills and representing our brand in a positive light.

You will collaborate closely with cross-functional teams such as Product, Tech, Growth, to garner information for conducting Root Cause Analyses (RCAs) and provide feedback based on customer interactions.

Your focus will be on monitoring customer sentiment and identifying trends or patterns in feedback to help improve ixigo products, services, and overall customer experience.

Responsibilities
  • Monitor social media platforms, including Facebook, Twitter, for customer inquiries, comments, and feedback.
  • Manage CXO-level escalations with utmost priority in an empathetic manner, while demonstrating excellent communication skills and representing our brand in a positive light.
  • Evaluate complex or unresolved issues and escalate them to the appropriate departments or higher management, ensuring timely resolution.
  • Collaborate with cross-functional teams to gather information for conducting RCAs and provide feedback based on customer interactions.
  • Track customer sentiment and identify trends or patterns in feedback to enhance ixigo products, services, and overall customer experience.
Requirements
  • Working knowledge of Partner Portals & CRMs.
  • Excellent command over the English language.
  • Flexibility to work over weekends and in rotational shifts.
  • Good experience in resolving issues quickly.
  • High energy and drive to work in a start-up environment.
  • Excellent Team Player.
  • Minimum 2-4 years of relevant experience.
  • Ability to adapt to rotational shifts and maintain productivity.
What We Offer
  • An estimated annual salary of ₹1,200,000 - ₹1,800,000, depending on qualifications and experience.
  • A comprehensive benefits package, including health insurance, retirement plans, and paid time off.
  • The opportunity to work in a dynamic and innovative environment with a talented team of professionals.
  • Ongoing training and development opportunities to enhance your skills and career prospects.