Hotel Operations - Executive/Senior Executive - Paytm Travel

About this job

Paytm Travel is hiring a Hotel Operations - Executive/Senior Executive to join the Customer Experience team within their CST Travel business in Noida. Paytm is a prominent mobile payments and financial services distribution company in India dedicated to empowering small businesses and bringing half a billion citizens into the mainstream digital economy through innovative technology. In this individual contributor role, you will be part of a collaborative, output-driven environment focused on customer support. A typical day involves delivering clear and empathetic service to customers across various channels like phone, email, chat, and social media. You will handle customer queries, manage complex cases, and ensure proper resolution while meeting quality, productivity, and SLA standards. Additionally, your daily routine includes supporting booking and post-booking journeys, managing modifications and cancellations, utilizing CRM tools, following defined standard operating procedures, and collaborating with internal teams to unblock customer issues.

Responsibilities

• Deliver exceptional service across phone, email, chat, and social channels
• Handle customer queries and complex cases with empathy, clarity, and closure
• Escalate thoughtfully when needed and follow through to resolution
• Meet quality, productivity, and SLA expectations for the assigned queue
• Follow SOPs and playbooks while flagging process gaps to leads
• Collaborate with internal partners to unblock customer issues
• Support booking and post-booking journeys on the travel platform
• Work confidently with CRM and travel operations tools

Requirements

• 1–3 years of hands-on customer support or guest service experience
• Background preferred from hotels or hospitality such as front office, reservations, or guest relations
• Strong communication, problem-solving, and ownership skills
• Comfort with CRM tools and multi-channel support including phone, email, and chat
• Willingness to learn travel-domain processes and tools quickly
• Ability to work effectively as an individual contributor

Good to have

• Prior OTA or travel marketplace customer-support exposure
• Hotel booking, modification, cancellation, or supplier-coordination experience on digital platforms

Who should apply

This role suits professionals with one to three years of hands-on customer support or guest service experience, particularly those with a background in hotels or hospitality such as front office, reservations, guest relations, hotel contact centers, or hotel OTA support. Candidates who possess strong communication skills, problem-solving abilities, ownership mindsets, and comfort with multi-channel CRM tools will find a great fit here. Freshers are not specified for this position as 1–3 years of experience is required.

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