Customer Care Representative

OYO; Gurugram District; On-site; INR 300,000 - 420,000; Full time

Benefits offered by this job

None

Job summary

OYO is seeking a Customer Service Representative in Gurugram to handle hotel bookings, inquiries, and escalations. You will engage with customers via calls, resolve issues promptly, and coordinate with hotels and internal teams to ensure satisfaction.

The role requires excellent communication in English and Hindi, empathy, and the ability to manage multiple tasks while meeting KPIs such as CSAT and AHT. Prior experience in hospitality or travel is preferred.

Qualifications

• Excellent verbal communication and active listening skills.
• Strong customer handling and conflict-resolution abilities.
• Comfortable handling difficult and escalated customers.
• Good problem-solving and decision-making skills.
• Ability to multitask and work under pressure.
• Basic computer and CRM knowledge.
• Good English and Hindi communication skills.
• Prior experience in hospitality, travel, BPO, customer service, or contact centre is preferred.

Responsibilities

• Handle inbound and outbound customer calls related to hotel bookings, reservations, cancellations, modifications, check-in/check-out, refunds, and stay-related concerns.
• Understand customer issues and provide accurate and timely resolutions.
• Handle escalated customer complaints with empathy, ownership, and professionalism.
• Take complete ownership of customer cases until resolution or proper closure.
• Coordinate with hotels, operations, reservations, finance, and other internal teams to resolve customer concerns.
• Manage critical escalations and ensure timely follow-up within defined SLAs.
• De-escalate difficult or irate customers while maintaining a positive customer experience.
• Maintain accurate case notes and documentation for every interaction.
• Identify recurring customer issues and highlight them to the relevant teams.
• Ensure compliance with company policies, processes, quality standards, and escalation matrix.
• Achieve defined KPIs such as AHT, CSAT, FCR, Quality Score, productivity, and adherence.

Job description

Location- Gurugram

Job Summary

We are looking for a customer-focused Customer Service Representative to handle customer queries, complaints, service requests, and escalations for hotel bookings and stays. The role requires excellent communication skills, strong problem-solving abilities, and the ability to manage customers professionally over calls.

Key Responsibilities

• Handle inbound and outbound customer calls related to hotel bookings, reservations, cancellations, modifications, check-in/check-out, refunds, and stay-related concerns.
• Understand customer issues and provide accurate and timely resolutions.
• Handle escalated customer complaints with empathy, ownership, and professionalism.
• Take complete ownership of customer cases until resolution or proper closure.
• Coordinate with hotels, operations, reservations, finance, and other internal teams to resolve customer concerns.
• Manage critical escalations and ensure timely follow-up within defined SLAs.
• De-escalate difficult or irate customers while maintaining a positive customer experience.
• Maintain accurate case notes and documentation for every interaction.
• Identify recurring customer issues and highlight them to the relevant teams.
• Ensure compliance with company policies, processes, quality standards, and escalation matrix.
• Achieve defined KPIs such as AHT, CSAT, FCR, Quality Score, productivity, and adherence.

Required Skills

• Excellent verbal communication and active listening skills.
• Strong customer handling and conflict-resolution abilities.
• Comfortable handling difficult and escalated customers.
• Good problem-solving and decision-making skills.
• Ability to multitask and work under pressure.
• Basic computer and CRM knowledge.
• Good English and Hindi communication skills.
• Prior experience in hospitality, travel, BPO, customer service, or contact centre is preferred.