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, skilled 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.
- Positive 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

📌 English Customer Service (Gurugram)
🏢 OYO
📍 Gurugram