Customer Service Executive

We are looking for an energetic Customer Service Executive for our LOKAL Rooms, who will be responsible for delivering exceptional support to guests throughout their booking journey. This role ensures smooth reservations, quick resolution of inquiries, and a positive customer experience that reflects the brand values of LOKAL Rooms.

Key Responsibilities

• Handle inbound inquiries via phone, email, chat, and social platforms regarding room availability, pricing, amenities, and policies.
• Assist guests with new reservations, modifications, cancellations, and special requests.
• Provide accurate and timely information to ensure a smooth booking experience.
• Resolve customer concerns such as payment issues, booking errors, or stay-related questions.
• Escalate complex issues to the appropriate internal teams while maintaining communication with the guest.
• Collaborate with hotel/property teams to confirm room availability, special arrangements, and guest preferences.
• Monitor booking platforms (website, OTAs, CRM) to ensure accurate listings and resolve discrepancies.
• Maintain high service quality and meet personal/team performance KPIs (response time, resolution time, CSAT, etc.).
• Update guest information, notes, and status in CRM and booking systems.
• Generate reports related to bookings, cancellations, and guest feedback.

Experience

• 1+ year experience in customer service, hospitality, travel bookings, or a related field.
• Strong verbal and written communication skills.
• Ability to multitask, stay organized, and work in a fast-paced environment.
• Proficiency with booking platforms, CRM systems, and common office tools.
• Problem-solving mindset with a customer-first approach.

Location: Karachi Clifton (Block 9)

Job Type: Full-time

Pay: Rs40,000.00 - Rs50,000.00 per month

Application Question(s):

• Please mention current salary.
• Please mention expected salary.
• Will you be comfortable traveling to Clifton Block 9 for work?

Experience:

• customer service: 1 year (Required)

Language:

• English (Required)

Work Location: In person