Executive - Customer Experience

BookMyShow; Mumbai; On-site; INR 279,000 - 424,000; Full time

Job summary

BookMyShow in Mumbai is seeking a customer support professional to be the first point of contact through chat or call, delivering timely and empathetic assistance to our users. You will analyze customer concerns, provide clear solutions, and help improve the experiences based on real feedback.

This role requires strong English communication, a passion for helping people, and willingness to work in rotational shifts.

Qualifications

• Freshers or candidates up to 5 years in customer service or any customer-facing role.
• Excellent English communication skills (written & spoken).
• Passion for helping people and solving real-time problems.
• Willingness to work in rotational shifts.

Responsibilities

• Lead the Conversation: Be the first point of contact through chat or call, delivering timely and empathetic support to our users.
• Solve with Empathy: Understand customer concerns, identify issues, and provide clear, helpful solutions — all in real-time.
• Spot the Gaps: Analyze patterns in customer feedback and pinpoint pain points in the journey.
• Turn Feedback into Fuel: Work with internal teams to improve products, processes, and experiences based on real customer insights.
• Champion the Experience: Always advocate for the customer - their voice, their satisfaction, their loyalty.
• Build Brand Loyalty: Create experiences so smooth and personal, users can’t wait to come back.

Skills

English communication

Empathy

Problem solving

Shift flexibility

Job description

The World of BookMyShow

Launched in 2007, BookMyShow, owned and operated by Big Tree Entertainment Pvt. Ltd. (founded in 1999), is India's leading entertainment destination with global operations and the one-stop shop for every entertainment need. The firm is present in over 650 towns and cities in India and works with partners across the industry to provide unmatched entertainment experiences to millions of customers.

Over the years, the company has evolved from a purely online ticketing platform for movies across 6,000 plus screens, to end-to-end management of live entertainment events including music concerts, live performances, theatricals, sports and more. Some of the key properties that BookMyShow has brought to its markets include U2's The Joshua Tree Tour, NBA's debut games in India, Disney's Aladdin, Cirque du Soleil BAZZAR as well as international artists such as Coldplay, Ed Sheeran, and Justin Bieber. BookMyShow is invested in providing the best user experience, whether on-ground or online.

The company has developed 'BookMyShow Stream', India's largest home-grown transactional video-on-demand (TVOD) platform.

Your Profile

• Lead the Conversation: Be the first point of contact through chat or call, delivering timely and empathetic support to our users.
• Solve with Empathy: Understand customer concerns, identify issues, and provide clear, helpful solutions — all in real-time.
• Spot the Gaps: Analyze patterns in customer feedback and pinpoint pain points in the journey.
• Turn Feedback into Fuel: Work with internal teams to improve products, processes, and experiences based on real customer insights.
• Champion the Experience: Always advocate for the customer - their voice, their satisfaction, their loyalty.
• Build Brand Loyalty: Create experiences so smooth and personal, users can’t wait to come back.

Your Checklist

• Open to Freshers and Professionals with up to 5 years of experience in customer service, support, or any customer-facing role.
• Should have Excellent communication skills in English (written & spoken).
• Should have a passion for helping people and solving real-time problems.
• Should have a willingness to work in rotational shifts.