Senior Executive – Operations

About the role

TBO.COM is looking for a Senior Executive – Operations to support its travel partners across multiple channels. You will act as the first point of contact for partners, handling queries, issues and service recovery while ensuring high‑quality resolutions.

Key responsibilities

• Assist partners via phone, CRM, live chat and email, providing prompt product and service information.
• Manage and resolve issues and complaints, meeting SLA, FRT, CES and quality targets.
• Document and classify customer interactions accurately in internal systems.
• Report emerging and recurring issues, and adhere to internal processes and policies.
• Tri­age escalations, engage partners on phone and email, and provide high‑quality service recovery.
• Collaborate with cross‑functional teams to ensure timely issue resolution and keep stakeholders updated.
• Participate in VOC sessions, share feedback and contribute to operational efficiency discussions.

Required profile

• Minimum 2 years of experience in hotel operations support or similar customer‑facing role.
• Proven ability to resolve conflicts and negotiate with tact and diplomacy.
• Strong time‑management skills to handle multiple tasks simultaneously.
• Resourceful, self‑starter who thrives on challenges and can work with ambiguity.
• Willingness to work shifts that include weekends and public holidays.