Process Associate

Were Hiring | Customer Resolution Executive (Premium Process)

We are looking for a Customer Resolution Executive to join one of our premium processes, specifically supporting hotel operations. If you have experience in handling escalations, grievances, and service recovery, this is a great opportunity for you!

About the Role

You will be responsible for managing escalated guest complaints across multiple channels (calls, emails, chats, and online platforms) and ensuring timely resolution with a superior customer experience.

Key Responsibilities

• Handling customer complaints end-to-end
• Managing escalations effectively
• Driving service recovery and customer retention
• Monitoring performance & reporting metrics

Key KPIs to Meet:

• Average Resolution Time (ART)
• First Contact Resolution (FCR)
• Customer Satisfaction (CSAT/NPS)
• Reopen / Repeat Complaint Rate

Eligibility Criteria

• Graduation is mandatory
• Minimum 1 year experience in Hotel Customer Service / Escalation / Grievance Desk
• Experience in a blended process (Voice + Non-Voice)
• Excellent communication skills

Interview Process

• HR Round
• VET & VWT (55 and above mandatory)
• Operations Round (Final)

Work Details

• Rotational shifts & weekly offs
• 5 Days Working

Compensation

• Salary: Hike on last drawn salary
• Attractive incentives

Interested candidates can share their resumes at:

sharmishtha.kaushik@atain.com

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