Customer Experience Executive

Job Description

goSTOPS is India's premier backpacker hostel chain, providing vibrant, affordable stays and experiences to the youth traveler. With a rapidly expanding network across the country, we’re committed to making travel affordable, accessible, and unforgettable. Join us as we shape the future of travel for the next generation! Role Summary We are looking for a Customer Experience Associate who will be responsible for ensuring a positive customer experience for our backpacker hostel brand. The ideal candidate will have excellent communication skills, a passion for travel, and a customer-centric mindset. Responsibilities: Respond tocustomer inquiries through various channels such as email, phone, and social media. Resolve customer issues promptly and efficiently to ensure high levels of customer satisfaction. Provide travel advice and recommendations to customers to enhance their experience. Collaborate with other departments such as housekeeping and maintenance to address customer complaints and concerns. Develop and maintain relationships with customers through follow-up communications. Manage customer feedback and reviews on various platforms such as Google, Booking.com, MMT, Hostelworld, etc. Requirements: Bachelor's degree in Hospitality, Marketing, Communications, or a related field. 1-2yearsofcustomer service experience in the hospitality industry, preferably in a hostel environment. Excellent communication skills in English, both verbal and written. Proficient in Google Apps and customer management systems such as Zoho Desk or other ticketing systems. Strong problem-solving and critical-thinking skills. Passion for travel and familiarity with backpacker culture. Ability to work flexible hours including weekends and holidays. Ability to work independently as well as part of a team. Positive attitude and customer-centric mindset