Customer Service Agent (Email Process)

Job description

OYO Vacation Homes is the European business unit of PRISM, operating one of the largest vacation rental and holiday home portfolios across Europe. **Role & responsibilities:** - Manage and respond to customer queries, complaints, booking issues and service requests through email support channels. - Coordinate with internal teams to resolve customer issues efficiently within defined SLAs. - Maintain accurate records of communications and case history in CRM systems. - Analyze recurring issues and escalate operational gaps to the relevant stakeholders. - Ensure adherence to process standards, quality metrics and data privacy guidelines. - Deliver exceptional customer experience with a professional and empathetic tone. - Contribute to process improvements and best practices to enhance service delivery. **Requirements:** - Bachelors degree in any discipline. - 2+ years of experience in email-based customer support (hospitality/travel background preferred). - Strong written communication skills with good command of English. - Ability to multitask, prioritize and manage time effectively. - Problem-solving mindset and detail-oriented approach. - Comfortable working in a **6-day work environment** from office (Gurugram location). - Willingness to work in shifts supporting the European customer base.