English Customer Service

Job description

Role Overview OYO is looking for customer-focused and communication-driven Customer Support Executives to manage guest and partner queries through calls and emails. The role requires strong problem-solving ability, professional communication, and the capability to deliver a seamless customer experience while maintaining operational efficiency. The ideal candidate should be comfortable handling inbound/outbound calls, resolving customer concerns, coordinating with hotel partners, and ensuring high customer satisfaction. Key Responsibilities - Handle customer queries via calls, emails, and support channels professionally and efficiently. - Resolve guest concerns related to bookings, cancellations, refunds, check-in/check-out issues, and property experience. - Coordinate with hotels and internal teams for quick issue resolution. - Maintain high customer satisfaction and service quality standards. - Respond to customer emails within defined TAT and SLA timelines. - Escalate critical issues to relevant teams when required. - Maintain accurate records of customer interactions in CRM/tools. - Follow company policies, SOPs, and quality standards during interactions. - Support retention and brand reputation through effective communication and resolution handling. - Achieve individual productivity, quality, and customer satisfaction KPIs. Required Skills - Strong verbal and written communication skills in English. - Hindi communication preferred. - Additional languages such as German are an advantage for international processes. - Good problem-solving and customer handling skills. - Ability to manage difficult conversations calmly and professionally. - Basic computer knowledge and email handling capability. - Comfortable working in rotational shifts/week-offs. Preferred Qualifications - Graduate or undergraduate can apply. - Experience in BPO, customer support, hospitality, travel, or service industry preferred. - Freshers with strong communication skills may also apply. Key Performance Indicators (KPIs) - Customer Satisfaction Score (CSAT) - Average Resolution Time - First Call Resolution (FCR) - Email Response TAT - Quality Audit Scores - Adherence & Productivity - Escalation Handling Efficiency What We Offer - Fast-paced and growth-oriented work environment - Learning opportunities in hospitality and customer operations - Performance-based growth and incentives - Exposure to large-scale customer operations