Senior Executive / Executive - Partner Operations (Customer Experience)

ixigo

Gurugram, , India permanent

Posted: April 2, 2026

Quick Summary

We are hiring a Senior Executive for a key role that involves handling customer complaints and resolving issues related to flights, trains, buses, and hotels. The ideal candidate should have excellent communication and problem-solving skills, as well as experience in customer service and operations. This is a challenging role that requires a strong background in the travel industry.

Job Description

Launched in 2007, ixigo is a technology company focused on empowering Indian travellers to plan, book and manage their trips across rail, air, buses and hotels. We assist travellers in making smarter travel decisions by leveraging artificial intelligence, machine learning and data science led innovations on our OTA platforms, comprising our websites and mobile applications.

Roles & Responsibilities -:

• Handling proactive escalations & pending customer complaints for all the LOBs - Flights, Trains, Buses, Hotels and offering quick resolutions.
• Working on backend processes such as airline cancellation, refunds and re-issuances.
• Collaborating with cross-functional teams to raise recurring issues and follow up for fixes. 
• Working closely with the airline partners & sharing feedback on ongoing issues at the providers’ end.
• Being a part of process pilots, experiments and new projects that provide insights to all cross-functions.
• Monitoring NPS and working toward improving it in coordination with process owners.

Skills & Qualifications -:

• Excellent knowledge of airline portals, GDS & CRMs
• Demonstrate expert-level proficiency in operating the Galileo GDS platform.
• Exceptional customer service and communication skills.
• Must be flexible to work over weekends & in rotational shifts.
• Good experience in resolving customer issues quickly.
• High energy and drive to work in a start-up environment.
• Excellent Team Player.
• 2+ years of relevant experience

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