What is the larger purpose and impact of this role?
Customer Delight is the core of any successful business. All our efforts and initiatives at MiStay are always centered towards making the life of travellers’ easy and helping people achieve their travel dream. The only way we can succeed in our mission is by winning the trust of people by giving them a flawless rewarding experience everytime they use MiStay.
The Customer Experience Specialist will be responsible for establishing the MiStay brand as a customer-centric entity where customer happiness comes before everything. Achieving this will be the most critical factor in the success story of MiStay.
What would be my responsibilities?
1. Escalations Management: Manage & resolve the escalated customer grievances in coordination with the customers, hotels & internal team appropriately to win back the trust of the customers.
2. Team Management:
Measure & monitor the daily KPIs & the efficiency of the junior team members, and assist in boosting the team productivity
Manage the work schedule and allocation of shifts to the team members
Assist in screening, onboarding & training of new team members in customer experience roles
Ensure the adoption of the best practices/ processes to optimize the customer experience and team productivity
Manage and distribute various ad-hoc tasks within the Operations team and ensure timely completion
3. Hotel & Customer Relationship Management:
Manage healthy relationships with the partner hotels to ensure good customer experience and maximize revenue from them
Manage the customer queries over call/ email and other such responsibilities in cases of unavailability of the junior team members
4. Assistance in Project Management: Assist the senior management in identifying and implementing various initiatives aimed at enhancing the customer experience
What type of candidate will succeed in this role?
1-4 years experience with excellent communication skills (English & Hindi) & ability to empathize with people
Passion for customer management, solving the problems of the guests
Ability to calmly and quickly manage stressful situations
Have an eye to detail
MiStay is founded by alumni of IIT Madras and backed by Axilor Capital, Kris Gopalakrishnan (Founder of Infosys) and various industry professionals. Currently operational in ~90 Cities in India with ~1500 hotel partners, MiStay has been featured as "Top 5 Websites globally for Hourly or Day-use Hotels" and is one of the fastest growth travel-tech startups in the country. At MiStay, everyone gets the opportunity to participate and contribute to the overall growth strategies of the company apart from the core responsibilities, while working in an extremely entrepreneurial environment.