Executive - Customer Experience (Direct Emails)

5 days ago

Gurgaon, India ixigo Full time

Company Description

Launched in 2007, ixigo is an AI-based travel app based in Gurugram, India. ixigo services Indian travelers and their travel utility, planning, and booking problems using technology and artificial intelligence. Offering train, flight, and bus utility & bookings, the company applies AI for deal discovery, personalized recommendations, airfare predictions & alerts, train delay prediction, PNR confirmation prediction, and automated customer service.

**Job Description**:
You will be responsible for:

- Investigate and resolve customer issues, including escalation cases, ensuring that each concern is addressed to customer’s satisfaction as and, when necessary, escalate issues to the appropriate team
- Maintain operational metrics like First Response Time, Resolution Time and NPS within established targets.
- Attend regular quality and feedback sessions.
- Provide customer feedback based insights to help the team and organization make data-driven process improvements.

**Qualifications**:

- Bachelor’s degree - Minimum 2 years of relevant experience as an executive in the ecommerce or travel sector.
- Excellent verbal and written communication skills
- Strong analytical skills, problem solving skills and attention to detail.
- Customer-centric mindset and a commitment to delivering exceptional service.
- Ability to work independently and as part of a team
- Ability to multitask effectively and thrive in a fast paced team environment.
- Flexible to work on some weekends and holidays as needed.

Additional Information
- Excellent proficiency in MS Word, PowerPoint and Excel
- Exceptional communication skills, both written and verbal

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