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

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

What we are looking for

1. 1 to 4 years in customer support, hospitality, luxury services, mobility or operations support
2. Clear verbal and written communication in English and Hindi
3. Genuine listening ability, the patience to understand a complaint fully before answering
4. Calm under pressure, especially on live ride escalations
5. Comfort multitasking across several channels at once
6. 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.