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 Champion 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?
Customer Management: Addressing the queries of customers or partner hotels over call & email and providing the required support.
Booking Management: Coordinating with the hotels over call to ensure every booking is well recorded to ensure a smooth experience for the customers.
Escalations Management: Resolving any customer grievances and managing the escalations promptly & appropriately to win back the trust of the customers.
Relationship Management : Monitoring & analysing the performance of partner hotels and managing healthy relationships with the partner hotels to maximize revenue from them
Support Services: Providing support in other functions as per the need such as onboarding the partner hotels to MiStay platform, providing research & analysis support to product, marketing, business development & other teams as required to drive growth.
The role will require working in shifts and will have majority of communications with the guests/ partners over the call.
What type of a candidate will succeed in this role?
Excellent communication skills with strong 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 over 900 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 startup in the country. At MiStay, everyone gets the opportunity to participate and contribute to overall growth strategies of the company apart from the core responsibilities, while working in an extremely entrepreneurial environment.