Location- Gurugram

Job Summary

We are looking for a customer-focused Customer Service Representative to handle customer queries, complaints, service requests, and escalations for hotel bookings and stays. The role requires excellent communication skills, strong problem-solving abilities, and the ability to manage customers professionally over calls.

Key Responsibilities

- Handle inbound and outbound customer calls related to hotel bookings, reservations, cancellations, modifications, check-in/check-out, refunds, and stay-related concerns.
- Understand customer issues and provide accurate and timely resolutions.
- Handle escalated customer complaints with empathy, ownership, and professionalism.
- Take complete ownership of customer cases until resolution or proper closure.
- Coordinate with hotels, operations, reservations, finance, and other internal teams to resolve customer concerns.
- Manage critical escalations and ensure timely follow-up within defined SLAs.




- De-escalate difficult or irate customers while maintaining a positive customer experience.
- Maintain accurate case notes and documentation for every interaction.
- Identify recurring customer issues and highlight them to the relevant teams.
- Ensure compliance with company policies, processes, quality standards, and escalation matrix.
- Achieve defined KPIs such as AHT, CSAT, FCR, Quality Score, productivity, and adherence.

Required Skills
- Excellent verbal communication and active listening skills.
- Strong customer handling and conflict-resolution abilities.
- Comfortable handling difficult and escalated customers.
- Valuable problem-solving and decision-making skills.
- Ability to multitask and work under pressure.
- Basic computer and CRM knowledge.
- Good English and Hindi communication skills.
- Prior experience in hospitality, travel, BPO, customer service, or contact centre is preferred.

📌 Customer Care Representative (Gurugram)
🏢 OYO
📍 Gurugram