Guest Experience Manager

Air Maniax India; Ahmedabad District; On-site; INR 300,000 - 450,000; Full time

Job summary

Air Maniax India is seeking a Customer Experience professional for the Ahmedabad venue. You will handle inquiries across phone, WhatsApp, website, and walk-ins, providing timely information on tickets, timings, activities, offers, and venue policies.

You will maintain CRM records and coordinate with Operations to ensure a smooth, satisfying guest experience. Ideal candidates have 1–3 years in customer support or hospitality, with strong English and Hindi skills; Gujarati is a plus.

Qualifications

• Graduate degree preferred.
• 1–3 years of customer support or related experience preferred.
• Excellent command of English and Hindi; Gujarati is a plus.

Responsibilities

• Respond promptly to customer enquiries via phone, WhatsApp, website, social media, and walk-ins.
• Provide clear information about venue services, packages, and promotions.
• Resolve customer issues with empathy and professionalism.
• Maintain detailed records of customer interactions and update CRM/lead tracker with enquiry details, call status, and follow-up actions.
• Coordinate with Operations and Centre teams to ensure customer satisfaction and smooth service delivery.
• Identify upselling opportunities on packages or additional services when appropriate.
• Ensure 100% follow-up discipline on active enquiries until resolution or closure.

Skills

Telephone communication

Customer handling

Problem solving

Multi-channel communication

Education

Graduate degree

Tools

WhatsApp

CRM/Lead management

Excel

Job description

Location: Air Maniax Ahmedabad

Department: Customer Experience

Experience: 1–3 years preferred

Education: Graduate preferred

Employment Type: Full-time

Reports To: Centre Head / Customer Experience Manager

Role Purpose

• Handle customer enquiries professionally to provide timely and accurate information.
• Address general customer queries regarding tickets, timings, activities, offers, packages, venue rules, and policies.
• Ensure a smooth and positive experience for customers from first contact to resolution.

Key Responsibilities

• Respond promptly to customer enquiries received via phone, WhatsApp, website, social media, and walk-ins.
• Provide clear and helpful information about venue services, packages, and promotions.
• Resolve customer issues and complaints with empathy and professionalism.
• Maintain detailed records of customer interactions and update CRM/lead tracker with enquiry details, call status, and follow-up actions.
• Coordinate with Operations and Centre teams to ensure customer satisfaction and smooth service delivery.
• Identify and communicate upselling opportunities when appropriate, such as on packages or additional services.
• Ensure 100% follow-up discipline on active enquiries until resolution or closure.

Candidate Profile

• Strong telephone communication and customer-handling skills.
• Excellent command of Hindi and English; knowledge of Gujarati is an advantage.
• Confident, patient, and customer-focused with strong problem-solving abilities.
• Prior experience in customer support, hospitality, events, or similar customer-facing roles is preferred.
• Comfortable using WhatsApp, Excel, and CRM/lead-management systems.
• Ability to handle customer objections and provide clear explanations.

Key Performance Indicators (KPIs)

• Lead response time and contact rate.
• Follow-up completion percentage.
• Customer satisfaction and feedback scores.
• Quality of lead closure and accuracy of issue resolution.

Skills: customer support,customer,customer experience,enquiries