About The Company
Planet Stays is dedicated to creating memorable travel experiences by offering thoughtfully curated holiday homes and unique stays across India. The company emphasizes providing distinctive and comfortable accommodations that enable guests to connect deeply with local culture and surroundings. With a diverse portfolio of properties designed to cater to various traveler preferences and budgets, Planet Stays aims to redefine hospitality by ensuring every guest enjoys a personalized and seamless stay. The team at Planet Stays plays a crucial role in supporting a smooth booking process and delivering a welcoming environment, thereby enhancing overall guest satisfaction and loyalty.
About The Role
We are seeking a dedicated and proactive Customer Support Executive to join our team on a full-time basis. This hybrid role combines remote work with in-office days, requiring the candidate to work from home and report to our Gurugram office 3 to 4 days each month. The primary responsibility of the Customer Support Executive is to respond promptly and professionally to guest inquiries received through various channels such as phone, email, and online platforms. The role involves providing accurate information about properties, bookings, and policies, as well as resolving issues related to reservations and guest stays. The successful candidate will coordinate with internal teams to address guest needs, update reservation details, and document all interactions in support systems. Additionally, monitoring guest feedback, suggesting improvements, and maintaining high standards of hospitality in every interaction are key aspects of this role. This position requires excellent communication skills, problem-solving abilities, and a customer-centric approach to ensure guest satisfaction at every touchpoint.
Qualifications
The ideal candidate should possess strong customer support and customer service skills, with an emphasis on empathetic and solution-oriented communication. Proven ability to manage customer expectations, follow up to ensure positive experiences, and handle inquiries efficiently is essential. Candidates should have experience with online support platforms, including chat, email, and booking portals. Excellent verbal and written communication skills in English are mandatory; proficiency in regional languages is considered an advantage. Prior experience in hospitality, travel, or any customer-facing roles is preferred but not mandatory. The candidate must be comfortable using CRM tools, reservation systems, and standard office software, with a quick learning curve for new platforms. A graduation degree is required, and candidates must have their own personal laptop to perform their duties effectively.
Responsibilities
- Respond to guest queries across multiple portals within specified timeframes, ensuring timely and accurate communication.
- Handle issues faced by current guests during their stay, providing solutions to enhance their experience.
- Gather and record guest reviews post-stay to gather feedback and improve service quality.
- Maintain and update MIS reports related to guest interactions, inquiries, and resolutions.
- Coordinate with internal teams to address guest needs, resolve issues, and ensure seamless communication.
- Monitor guest feedback and reviews, identify areas for improvement, and suggest actionable solutions.
- Ensure all interactions uphold the company's standards of professionalism, hospitality, and customer care.
- Attend the office 3 to 4 days each month as required, maintaining a collaborative and team-oriented approach.
- Utilize CRM and reservation systems efficiently to manage guest data and support processes.
Benefits
Planet Stays offers a competitive salary package along with opportunities for professional growth within a dynamic and expanding organization. Employees will benefit from a supportive work environment that encourages learning and development. The role provides flexibility through a hybrid working model, allowing for work-life balance. Additionally, team members have access to training programs aimed at enhancing their customer service and technical skills. Being part of Planet Stays also means contributing to a company that values innovation, guest satisfaction, and cultural connection, making it an enriching experience both professionally and personally.
Equal Opportunity
Planet Stays is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, religion, gender, age, sexual orientation, disability, or any other protected characteristic. All employment decisions are based on merit, qualifications, and business needs. We encourage candidates from all backgrounds to apply and join our team in delivering exceptional hospitality experiences.
