Technical Customer Support Executive

Job Overview

We are seeking a highly analytical and detail-oriented Client Service Executive cum Business Analyst to assist our clients with reservations, optimize our reservation operations, enhance guest experience, and drive high client satisfaction rate.

This role requires a strong blend of interpersonal and technical skills to bridge the gap between the Client's needs and providing data solutions. The ideal candidate will be a subject matter expert in Client Services and Data, using data-driven insights to recommend strategic improvements across various departments, including Revenue Management, Operations, Sales & Marketing, and Finance.

Key Responsibilities

• Assisting the client with their ongoing or future reservations, account servicing, coordinating with the support team and hotels.
• Proactive approach in resolving ongoing issues that requires immediate attention.
• Manage tasks with Project Management tools like Jira, Asana and ticket management tools like HubSpot.Able to deliver in given timelines and follow SLAs.
• Gather and analyze large datasets related to reservation operations, including occupancy rates, guest satisfaction scores, and market trends, to identify patterns, trends, and business opportunities.
• Create, manage, and distribute impactful reports and interactive dashboards (using tools like Power BI or Tableau) to present key performance indicators (KPIs) and actionable insights to management and stakeholders.
• Evaluate existing business processes and workflows to identify inefficiencies, recommend improvements, and implement optimised solutions.
• Conduct cost-benefit analysis to aid management in making informed investment decisions.
• Share insights to improve workflows, automation, and assist team members with training.

Required Qualifications & Skills

• Bachelor’s degree in Business Administration, Hospitality Management, Finance, Information Systems, or a related quantitative field.
• Minimum of [4] years of experience as a Client/Customer Support Executive and 2 years of experience as a Business Analyst, or similar analytical role.
• Prior experience within the hospitality or travel industry is highly advantageous.
• Proficiency in data analysis and visualisation tools such as Microsoft Excel (advanced functions), Power BI, or Tableau.
• Exceptional analytical and problem-solving abilities.
• Excellent verbal and written communication skills, with the ability to translate complex data into clear, non-technical insights for diverse audiences.
• Strong interpersonal and stakeholder management skills to foster collaboration across departments.
• High attention to detail and strong organisational skills, with the ability to manage multiple tasks and projects simultaneously.

What We Offer

• Competitive salary and benefits package.
• Flexible working hours and remote work opportunities.
• A collaborative and inclusive team culture.
• Opportunities for professional growth and development.
• Exposure to cutting-edge technologies and projects.

Hiring Process

• Screening calls.
• Interview with the team.
• HR Round.
• Onboarding.

Job Types: Full-time, Permanent

Pay: ₹40,000.00 - ₹50,000.00 per month

Benefits:

• Flexible schedule
• Leave encashment
• Paid sick time
• Paid time off
• Provident Fund
• Work from home

Application Question(s):

• Do you have experience in the Hospitality sector
• Can you fill the position immediately

Experience:

• Power BI: 4 years (Preferred)
• Tableau: 4 years (Preferred)
• HubSpot: 4 years (Preferred)
• Customer support: 4 years (Preferred)

Shift availability:

• Night Shift (Preferred)

Work Location: Remote