Customer Service Executive

Illusions Online Tech India; Gurugram District; Remote; INR 240,000 - 480,000; Full time

Job summary

Illusions Online Tech India is seeking a detail-oriented Operations Executive to join our remote team in India. This role supports Voice/Email/Chat inquiries for hotel reservations and client support, delivering courteous service and accurate information across channels.

You will handle inquiries, manage bookings, coordinate with hotel partners, and help maintain high service levels. The ideal candidate brings at least 1 year of hotel reservations or customer service experience and a proactive,

Qualifications

• Minimum 1 year of experience in hotel reservations or similar customer service.
• Excellent interpersonal and written/spoken communication skills.
• Ability to collaborate with multiple departments and external partners.
• Highly organized with attention to detail in a fast-paced environment.
• Hospitality industry experience is a plus.

Responsibilities

• Respond to customer inquiries and book hotel reservations across channels.
• Provide accurate information on availability, rates, and amenities.
• Process reservations, modifications, and cancellations efficiently.
• Upsell hotel packages and services to enhance experience.
• Maintain organized records of reservations and interactions.
• Liaise with hotel partners to coordinate bookings and resolve issues.
• Support day-to-day inquiries and uphold service levels.
• Suggest improvements to the reservations process.

Skills

Customer service

Communication

Team collaboration

Problem solving

Attention to detail

Education

Bachelor's degree in any related field

Job description

Role Overview

We are seeking a detail-oriented and customer-focused Operations Executive to join our remote team in India. This blended role supports both Voice / Email / Chat lines of business (LOBs) and focuses on delivering outstanding service in hotel reservations and client support.

You will be responsible for handling customer inquiries, managing hotel bookings, and ensuring operational efficiency and service level adherence. Your role will involve close collaboration with internal teams and external hotel partners to provide a seamless reservation experience.

Key Responsibilities

• Respond to customer inquiries and book hotel reservations through various communication channels
• Provide accurate, timely information regarding hotel availability, rates, and amenities
• Process reservations, modifications, and cancellations efficiently and with attention to detail
• Upsell hotel packages and services to enhance the customer experience
• Maintain organized and thorough records of all reservations and interactions
• Liaise with hotel partners to coordinate bookings and resolve any issues promptly
• Support day-to-day client inquiries, ensure process efficiency, and uphold service levels
• Contribute ideas for continuous improvement of the reservations process

Qualifications

• Minimum 1 year of experience in hotel reservations or a similar customer service role
• Excellent interpersonal and communication skills (written and verbal)
• Ability to collaborate effectively with different departments and external partners
• Strong problem-solving and conflict resolution skills
• Highly organized and detail-oriented, able to manage multiple tasks in a fast-paced environment
• Bachelors degree in any related field
• A friendly, customer-first attitude with patience and professionalism
• Familiarity with the hospitality and tourism industry is a plus