Job Description

We are looking to hire a Senior Executive, Customer Experience to play the key role of managing backend processes for customer service. He/She will drive the execution for running ixigo s day-to-day operational processes and help improve operational efficiency. As a Senior Executive - Customer Experience, you will be responsible for: Handling calls/emails/cases as per quality frameworks and designed SOPs (for Flights/Hotels) Handling escalation cases from ixigo s leadership Maintain Operational Metrics like First Response time, Resolution Time and NPS within targets. Attend regular Quality and Feedback sessions. Help define SOPs as per process updates/product developments. Provide insights and suggestions towards process improvement based on customer queries. Bachelor s degree - Minimum 1 year of experience as an executive, preferably in the ecommerce or travel sector. Excellent verbal, written, analytical and communication skills Outstanding customer service sk