Dec 2023 – Apr 2024 · 4 mos · Gurugram, Haryana, India · On-site

• Customer Service Agent – Airbnb (Global Support)
• (Voice/On-Call Process)
• Key Responsibilities:
• Handled inbound and outbound calls from Airbnb guests and hosts across global regions, ensuring professional and empathetic communication.
• Assisted customers with booking inquiries, cancellations, modifications, and refund processes in line with Airbnb policies.
• Provided step-by-step support for account verification, payment issues, and property listing management.
• Resolved guest and host disputes by coordinating with the Trust & Safety and Resolution teams to deliver fair outcomes.
• Guided customers through troubleshooting on the Airbnb app and website, ensuring smooth platform navigation.
• Delivered timely solutions while maintaining high standards of customer satisfaction, confidentiality, and accuracy.
• Maintained detailed records of all interactions and case resolutions in the CRM system for audit and follow-up purposes.
• Met performance metrics including call quality, response time, and first-contact resolution.
• Demonstrated cultural sensitivity and adaptability while assisting clients from diverse international backgrounds.
• Supported escalations, urgent booking issues, and emergency cases (such as host cancellations or safety concerns) with professionalism and urgency.

Dec 2021 – Dec 2023 · 2 yrs · Gurugram, Haryana, India

• Of course! Here’s a well-written version of job responsibilities you can use for your Customer Service Agent (on calls) role at British Airways — written in a professional way suitable for your CV, LinkedIn, or visa application:
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• Customer Service Agent – British Airways
• (Inbound/Outbound Call Support)
• Key Responsibilities:
• Handled inbound and outbound customer calls with professionalism, ensuring each interaction met British Airways’ service standards.
• Assisted passengers with flight bookings, cancellations, schedule changes, and general travel inquiries.
• Provided accurate information regarding baggage policies, check-in procedures, visa requirements, and flight disruptions.
• Processed payments and refunds securely while maintaining compliance with company and aviation regulations.
• Resolved customer concerns promptly by coordinating with relevant departments such as ticketing, operations, and airport ground staff.
• Supported customers in rebooking during flight delays or cancellations, ensuring minimal disruption to their travel plans.
• Maintained up-to-date knowledge of airline policies, fare structures, and loyalty programs (Executive Club).
• Ensured high standards of customer satisfaction by maintaining empathy, patience, and attention to detail in every call.
• Logged and updated customer records accurately in the CRM system for quality and audit purposes.
• Achieved performance targets including call handling time, first call resolution, and customer satisfaction scores.
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Aug 2020 – Dec 2021 · 1 yr 4 mos · Gurugram, Haryana, India

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• Customer Service Agent – Nectar (UK Loyalty Program)
• (Inbound/Outbound Call Support)
• Key Responsibilities:
• Handled inbound and outbound customer calls for the Nectar loyalty program, providing accurate information and support regarding points, rewards, and account management.
• Assisted customers in registering new accounts, updating details, and resolving login or account access issues.
• Guided customers through earning and redeeming Nectar points across various partner brands and retailers.
• Investigated and resolved missing points or incorrect transaction queries by coordinating with partner companies and internal teams.
• Delivered high-quality customer service by demonstrating patience, empathy, and professionalism during every interaction.
• Ensured compliance with data protection (GDPR) and company policies while handling customer information.
• Recorded all customer interactions and resolutions accurately in the CRM system for quality tracking and reporting.
• Met or exceeded key performance indicators (KPIs) including call handling time, accuracy, and customer satisfaction scores.
• Supported promotional campaigns by explaining offers, eligibility, and redemption processes to customers.
• Contributed to team targets and service improvement initiatives through feedback and collaboration.
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Aug 2019 – Mar 2020 · 7 mos · Gurgaon, Haryana, India · On-site

• Guest Relations Executive – Marriott Hotels
• Key Responsibilities:
• Welcomed guests warmly and ensured a seamless check-in and check-out experience in accordance with Marriott brand standards.
• Managed guest reservations, room allocations, and special requests to ensure personalized and memorable stays.
• Served as the primary point of contact for VIP and long-stay guests, anticipating their needs and providing proactive assistance.
• Handled guest complaints and concerns professionally, providing timely resolutions to maintain high satisfaction levels.
• Coordinated with front office, housekeeping, and food & beverage departments to deliver exceptional guest experiences.
• Ensured that all guest preferences, feedback, and service notes were accurately updated in the hotel’s property management system (Opera).
• Assisted in promoting hotel facilities, loyalty programs (Marriott Bonvoy), and ongoing offers to enhance guest engagement.
• Managed guest feedback and reviews, following up on service recovery cases to strengthen guest loyalty.
• Supported daily front office operations, including managing emails, calls, and guest inquiries.
• Maintained a professional appearance and upheld Marriott’s service excellence and hospitality standards at all times.

Feb 2019 – May 2019 · 3 mos · New Delhi, Delhi, India · On-site

• Industrial Training – Hotel Operations Department
• Le meridian New Delhi
• Key Responsibilities & Learning Areas:
• Completed structured training across major operational departments including Front Office, Food & Beverage Service, Housekeeping, and Kitchen.
• Assisted the Front Office team with guest check-in/check-out, handling reservations, and maintaining guest records.
• Supported Housekeeping operations by coordinating room cleaning schedules, inspecting guest rooms, and ensuring high hygiene standards.
• Worked with the Food & Beverage team during restaurant service, banquets, and in-room dining to ensure smooth operations and guest satisfaction.
• Observed Kitchen functions, understanding food preparation, hygiene protocols, and coordination between service and culinary staff.
• Responded to guest requests courteously and ensured timely service delivery in line with hotel brand standards.
• Gained hands-on experience with property management systems (like Opera) and learned professional communication skills in hospitality.
• Maintained professional grooming, teamwork, and service etiquette in all guest interactions.
• Learned and adhered to safety, security, and hygiene protocols as per hotel policy.