Customer Experience Specialist

Pickyourtrail is the Indian millennial's most loved leisure travel brand. Our mission is to make a positive impact on people by delivering meaningful & memorable experiences through travel.

We take pride in having built India's most loved Do-It-Yourself vacation builder platform. Over 100,000 travellers from 14 countries have picked their trail with us and have rated us exceptional across TrustPilot, Facebook and Google. In fact, Google in its travel survey had cited Pickyourtrail's model of combination of expert-led advice and tech platform as the desired solution for the vacation industry. With an NPS score of 60+, We continue to focus on delivering exceptional value and experiences for the new age travellers breaking away from the traditional packaged tours model.

Expectations from the role :

• Be an All Rounder in terms of delivering Customer Experience
• Concierge:
• Interact with customers and be the face of the brand from an operations perspective
• Respond to customer queries over chat/call adhering to SLAs
• Handle escalations from customers - understand the problem, fix it and close the loop with customers
• Able to work under pressure and deliver top notch customer experience
• Be on top of Customer Experience - ensure every trip booked is seamless
• Operations:
• Support offline booking requests for customers
• Help our customers with special requests and customized bookings
• Perform additional concierge services for high touch customers (e.g. Web Checkin, Seat Selection, Meal selection)
• Feedback loop:
• Capture and share live customer issues on product offerings and feature based on

You'll be a great fit for this role if you have :

• 2023 / 2024 graduate with very good communication
• You are able to understand / empathize with customer issues and are able to provide favorable solutions
• Able to think on the feet and ensure customer issues are resolved
• Comfortable working across shifts with a roster plan
• Adherence to operational processes and SLAs