Location: Air Maniax Ahmedabad

Department: Customer Experience

Experience: 1–3 years preferred

Education: Graduate preferred

Employment Type: Full-time

Reports To: Centre Head / Customer Experience Manager

Role Purpose

• Handle customer enquiries professionally to provide timely and accurate information.
• Address general customer queries regarding tickets, timings, activities, offers, packages, venue rules, and policies.
• Ensure a smooth and positive experience for customers from first contact to resolution.

Key Responsibilities

• Respond promptly to customer enquiries received via phone, WhatsApp, website, social media, and walk-ins.
• Provide clear and helpful information about venue services, packages, and promotions.
• Resolve customer issues and complaints with empathy and professionalism.
• Maintain detailed records of customer interactions and update CRM/lead tracker with enquiry details, call status, and follow-up actions.
• Coordinate with Operations and Centre teams to ensure customer satisfaction and smooth service delivery.




• Identify and communicate upselling opportunities when appropriate, such as on packages or additional services.
• Ensure 100% follow-up discipline on active enquiries until resolution or closure.

Candidate Profile

• Strong telephone communication and customer-handling skills.
• Excellent command of Hindi and English; knowledge of Gujarati is an advantage.
• Confident, patient, and customer-focused with solid problem-solving abilities.
• Prior experience in customer support, hospitality, events, or similar customer-facing roles is preferred.
• Comfortable using WhatsApp, Excel, and CRM/lead-management systems.
• Ability to handle customer objections and provide clear explanations.

Key Performance Indicators (KPIs)

• Lead response time and contact rate.
• Follow-up completion percentage.
• Customer satisfaction and feedback scores.
• Quality of lead closure and accuracy of issue resolution.

Skills: customer experience,

📌 Guest Experience Manager (Ahmedabad)
🏢 Air Maniax India
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