Hotel Operations - Executive/Senior Executive - Paytm Travel

About the role

We are looking for a CST Associate (Individual Contributor) to join our Customer Experience team within the CST Travel business. Ideal candidates come from hotel / hospitality customer support — front office, guest relations, reservations, hotel contact centre, or hotel OTA support — and can deliver calm, clear service across phone, email, chat, and social.

What you'll do

• Deliver exceptional service across phone, email, chat, and social channelsHandle customer queries and complex cases with empathy, clarity
• Meet quality, productivity, and SLA expectations for the queue you ownFollow SOPs / playbooks and flag gaps that slow the team downCollaborate with internal partners (as…
• Travel platform support (trainable)
• Support booking and post-booking journeys on our travel platform (with training)Learn and apply processes for modifications, cancellations, refunds

What you need

• 1–3 yrs of experience
• Guest service
• Hospitality
• Customer service
• CRM
• Front office
• Reservations
• Any graduate

Good to have

• SOP writing