Hotel Operations - Executive/Senior Executive - Paytm Travel
Core
Deliver calm, clear customer service across phone, email, chat, and social channels for the CST Travel business, handling queries, complex cases, and escalations.
Role type
Senior IC customer support associate (travel/hospitality)
Builds
Customer support operations for a travel platform
Domain
Travel & Hospitality
Deliverable
client delivery
Required skills
multi-channel support, CRM proficiency, problem-solving, empathy, process adherence, stakeholder collaboration
Preferred skills
OTA/travel marketplace experience, hotel booking/modification/cancellation handling, supplier coordination
Responsibilities
Handle customer queries and complex cases with empathy and closure, escalate issues thoughtfully, follow SOPs and flag process gaps, collaborate with internal partners to unblock issues, document cases in CRM, support booking and post-booking journeys including modifications and refunds
Seniority
Mid-level, hands-on IC