Customer Service Executive

Adhyay The Eternal Chapters is a luxury and ultra-luxury experiential journeys brand by Journeys By Lakshurious.

We curate deeply immersive journeys across India's sacred, cultural and spiritual destinations, combining rare experiences, carefully selected luxury stays, personalised itineraries and seamless hospitality.

Our journeys are designed for discerning travellers who value meaningful experiences, comfort, exclusivity and exceptional service.

The Role

We are looking for a polished, articulate and highly client-oriented individual who can be the first point of contact for our guests and prospective clients.

This is not a conventional telecalling or customer support role.

You will speak directly with clients and high-value prospects over calls and WhatsApp, understand what they are looking for, guide them through our journeys, discuss possible options and ensure that every interaction reflects the standards of a luxury brand.

The ideal candidate should be comfortable having a thoughtful conversation with a discerning client, understanding their requirements, following up professionally and taking ownership until the enquiry moves forward.

Role & responsibilities

* Handle incoming client enquiries through calls, WhatsApp and email.

* Understand client preferences, travel expectations, group requirements and special requests.

* Consult and guide clients on suitable Adhyay journeys, experiences and customisation options.

* Explain itineraries, accommodation, experiences, inclusions and journey options clearly and confidently.

* Follow up with prospective clients in a professional, timely and personalised manner.

* Build and maintain strong relationships with prospective and existing clients.

* Coordinate internally with operations, hospitality and experience teams to ensure accurate information reaches the client.

* Maintain and update CRM and client databases, including enquiry status, preferences, follow-ups and conversations.

* Coordinate confirmations, bookings, guest requirements and pre-journey communication.

* Handle client questions and concerns with calmness, empathy and ownership.

* Identify opportunities for upselling, customisation and repeat journeys where relevant.

* Connect with Travel Agents, Concierges and partners to explore partnership opportunities.

* Ensure every client interaction reflects Adhyay's standards of warmth, discretion, sophistication and attention to detail.

* Support the team in post-journey feedback and maintaining long-term client relationships.

Preferred candidate profile

* Excellent spoken and written English.

* Strong conversational ability and confidence speaking with clients over the phone.

* Polished, warm and sophisticated communication style.

* Ability to understand what a client is looking for rather than simply responding to questions.

* Strong follow-up discipline and ownership of enquiries.

* Excellent organisation and ability to manage multiple conversations simultaneously.

* Calm and composed while dealing with demanding or high-expectation clients.

* Good attention to detail.

* Comfortable communicating over WhatsApp, phone and email.

* Presentable and professional in appearance and manner.

* Willingness to learn about destinations, experiences and luxury hospitality.