Customer Experience Executive

The Hosteller Hospitality

1 - 3 years

4 Lacs

mumbai suburban mumbai (all areas)

Posted:2 days ago| Platform:

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Skills Required

customer experience customer service feedback management customer satisfaction customer retention complaint handling query resolution

Work Mode

Work from Office

Job Type

Full Time

Job Description

Understand the Companys quality assurance policies & processes
Ensure that all external and internal requirements are met before our products and services reach our guests
Responsible for inspecting procedures and identifying mistakes or non-conformity issues
Oversee the quality standards and efficacy of the overall program to ensure utmost in customer satisfaction
Understand customer behaviour, demographics, interaction, feedback channels, etc.
Analyse and maintain the Companys online/offline reputation via various tools
Timely reporting of all reputation data
Coordination between different teams for suggested improvements
Facilitate immediate issues and provide guest resolution
Implement various proactive prevention measures to avoid negative feedback
Identify & conduct various inter-team pieces of training about Quality & Assurance processes Uplift reputation management skills on a timely basis
Understand various reporting KPIs to optimize workflow

Required skills:

Bachelor’s degree in Hospitality or a related field
Any specialised course in Quality assurance is a PLUS
Great attention to detail and a results-driven approach
Outstanding communication skills
Excellent numerical skills and understanding of data
Working knowledge of tools, methods, and concepts of quality assurance
Organisational and time-management skills for meeting deadlines in a fast-paced environment

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