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 skilled 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).
Solid written communication skills with valuable 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.

📌 Customer Service Agent Email Process Gurugram
🏢 OYO
📍 Gurugram