Customer Experience Executive

Trevel · Gurugram, India

Customer Experience Executive

Trevel (Inwisement Technologies Pvt. Ltd.) | MGF Metropolis Mall, MG Road, Gurugram | Full time, On Site | Day and night shift availability required

Trevel is a premium, 100 percent electric ride hailing platform across Gurugram and Delhi NCR. A fully owned fleet of MG Windsor EVs, trained salaried chauffeurs, and a zero cancellation promise. That promise is only as good as the person answering when something goes wrong. That is this role.

What you will own

• Handle customer interactions across IVR, WhatsApp Business and company support channels, across day and night shifts
• Resolve queries, complaints and feedback with accurate, timely answers, not holding replies
• Run escalation procedures cleanly and know when to pull ops in
• Coordinate with operations and the chauffeur teams to close issues at the root, not just the ticket
• Hold response time and resolution quality against Trevel service standards
• Flag repeat complaint patterns to the team so they get fixed once instead of handled fifty times

What we are looking for

• 1 to 4 years in customer support, hospitality, luxury services, mobility or operations support
• Clear verbal and written communication in English and Hindi
• Genuine listening ability, the patience to understand a complaint fully before answering
• Calm under pressure, especially on live ride escalations
• Comfort multitasking across several channels at once
• Familiarity with WhatsApp Business tools and ticketing systems is a plus

At Trevel, customer experience is not a support function sitting behind the product. It is the product. If you genuinely care whether a customer's night went well, you will fit here.