Operations Executive - Customer Support

Illusions Online Tech India; Gurugram District; Remote; INR 350,000 - 550,000; Full time

Job summary

Illusions Online Tech India is seeking a detail-oriented Operations Executive to support hotel reservations and client support from a remote India-based team. The role blends voice, email and chat, delivering high-quality service and accurate information to customers.

You will respond to inquiries, book reservations, manage modifications and cancellations, upsell hotel packages when appropriate, and coordinate with hotel partners and internal departments to uphold service levels and 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
• Familiarity with the hospitality and tourism industry is a plus
• Role & responsibilities

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

Skills

Interpersonal skills

Communication skills

Collaboration

Problem solving

Organizational skills

Attention to detail

Customer-first attitude

Education

Bachelor's degree

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
• Role & responsibilities