Job Description:

Customer Resolution Team Hotel Product (Grievance Desk)

Role Overview

We are hiring a Customer Resolution Executive for our centralized call center grievance desk supporting hotel operations. This role is responsible for managing escalated guest complaints received via calls, emails, chats, and online platforms, ensuring timely resolution and delivering a superior service recovery experience.

Key Responsibilities

1. Complaint Handling (Voice & Non-Voice)- Blended

2. Escalation Management

3. Coordination with Hotel Operations

4. Service Recovery & Retention

5. Documentation & Case Management

6. Quality & Process Improvement

7. Performance Tracking & Reporting

Required Skills & Competencies

- Solid verbal communication skills (call handling expertise)
- Excellent written communication (email/chat)
- High conflict resolution & negotiation skills
- Ability to handle irate and demanding customers




- Strong problem-solving and decision-making
- Multitasking in a high-volume call center environment
- Attention to detail in documentation
- Customer-first mindset with empathy

Qualifications & Experience

- Graduate in any discipline (Hospitality preferred)
- Min 1 year of experience in:
- Customer Support / Escalations desk, OR
- Hotel Guest Relations / Reservations / OTA Support
- Experience in handling escalations or grievance desk is highly preferred

Interested candidates can apply now or share their updated resume for immediate consideration.

POC - Sadhika ((phone hidden))

Reach out to me for further queries on whatsapp and will share you the location for interviews. One day closure available.

📌 Hiring For Hospitality Escalation Desk Domain || Excellent Comms (New Delhi)
🏢 Atain
📍 New Delhi