J ob Description –

Role : Escalation Specialist

Department: Operations / Travel Experience

Location: Gurugram

Company Description

3 0 Sundays is a travel company dedicated to creating personalized and unforgettable vacation experiences exclusively for couples. Founded by industry veterans with backgrounds at Apple, BCG, and leading travel businesses like Oyo and Travel Triangle, focused on curating unique and highquality couple-focused trips, 30 Sundays stands out with features like knowledgeable planners, price transparency, and 24/7 Support At 30 Sundays, we believe in strengthening relationships through meaningful travel experiences tailored to couples.

Role Overview

This is a full-time on-site role for an Operations Executive - Customization located in Gurugram. Our customisation teams are experts on a destination and supports the customers before their trip starts and helps them understand and improve their itineraries as well as support with their enquiries on reservation.

The Operations

Executive - Customization will be the single point of contact for the customer travelling to their assigned destinations. They are responsible to ensure a seamless customer experience with solid coordination, clear and transparent communication, and relevant cross-selling.

Key Responsibilities

● Conduct post-sales quality checks on bookings,



including documentation and itinerary accuracy

● Customize itineraries based on customer preferences, ensuring a seamless and personalized experience

● Cross-sell add-ons such as visa services and travel insurance where relevant

● Coordinate with the reservations team to implement required changes efficiently

● Engage with the customers through calls/chat with a focus on clarity, trust-building,

and problem-solving.

● Customer interactions typically form 20-30% of time in this role. You should also be comfortable handling customer escalations,with empathy.

● Maintain clear internal documentation for all updates and changes

Requirements:

● 1–2 years of experience in customer experience / operations / Hotel management roles

● Strong attention to detail, especially in documentation and travel planning

● Excellent communication skills with the ability to handle customers confidently

● Ability to manage multiple tasks and work in a fast-paced environment

● A customer-first mindset with good judgment and ownership

Candidates with an IIHM background should be given priority .

Why Join 30 Sundays:

● Better-than-market salary packages with attractive incentives.

● Structured training programs to set you up for success.

● A collaborative, growth-oriented work environment.

📌 Escalation Specialist (Gurugram)
🏢 30 Sundays
📍 Gurugram