Senior Customer Experience Specialist - Marketplace

About the role

We are looking for a Senior Customer Experience Specialist to help us run and scale CX across our Marketplace products including Travel, Gifting, Recharge and other digital services. With our Marketplace expanding across geographies and Travel launching in Europe for the first time, we need someone who is hands-on with customers while also helping us build better CX processes as we scale.

What you'll do

• Handle customer tickets and escalations, particularly complex, sensitive or high-impact cases, and own them through closure
• Investigate issues across payments, refunds, bookings, cancellations, vouchers
• Own and execute day-to-day CX activities required to resolve customer issues, including refunds
• Ensure customer communication is clear, empathetic and timely, with adherence to defined SLAs
• Build and improve SOPs, escalation matrices, exception handling and customer communication templates based on actual customer issues

What you need

• Customer service
• Escalation handling
• Freshdesk
• Communication
• SOP writing
• B.Tech or B.E.