Sr. Executive / Executive - Social Media Escalations (Customer Experience) at ixigo

Gurgaon, haryana, India -

Full Time

Start Date

Immediate

Expiry Date

23 Aug, 26

Salary

0.0

Posted On

25 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Social Media Monitoring, Customer Experience, Escalation Management, English Communication, CRM, Partner Portals, Root Cause Analysis, Sentiment Analysis, Cross-functional Collaboration, Conflict Resolution

Industry

technology;Information and Internet

Description

Company Description Launched in 2007 by Aloke Bajpai & Rajnish Kumar, ixigo is a technology company focused on empowering Indian travelers to plan, book and manage their trips across rail, air, buses and hotels. ixigo assists travelers in making smarter travel decisions by leveraging artificial intelligence, machine learning and data science-led innovations on ixigo’s OTA platforms, including websites and mobile applications. ConfirmTkt and AbhiBus became a part of ixigo in 2021. ixigo is headquartered in Gurugram with offices in Bangalore (ConfirmTkt) and Hyderabad (AbhiBus). The ixigo, ConfirmTkt and AbhiBus apps allow travellers to book train tickets, flight tickets, bus tickets, hotels, cabs and provide travel utility tools and services developed using in-house proprietary algorithms and crowd- sourced information. In 2022, as per data.ai, ixigo was featured in the Top 10 most downloaded travel apps worldwide. Job Description Roles & Responsibilities -: Monitor social media platforms, including but not limited to Facebook, Twitter, Instagram for customer inquiries, comments, and feedback. Managing CXO level escalations with utmost priority in an empathetic manner, while demonstrating excellent communication skills and representing our brand in a positive light. Escalate complex or unresolved issues to the appropriate departments or higher management, while ensuring timely resolution. Collaborate with cross-functional teams such as Product, Tech, Growth etc, to garner information for conducting RCAs and provide feedback based on customer interactions. Monitor customer sentiment and identify trends or patterns in feedback to help improve ixigo products, services and customer experience. Qualifications Working knowledge of Partner Portals & CRMs Excellent command over the English language. Must be flexible to work over weekends & in rotational shifts, Good experience in resolving issues quickly. High energy and drive to work in a start-up environment. Excellent Team Player. Min 2-4 years of relevant experience. Candidate should be ready to work in rotational shifts 5.5 days working

Responsibilities

Monitor social media platforms to handle customer inquiries and manage high-priority CXO-level escalations with empathy. Collaborate with product and tech teams to conduct root cause analyses and identify trends to improve customer experience.