Role Title:Senior Manager-Priority Helpdesk
About the Role
- Ensure effective end-to-end resolution of escalations that land at the Chairman's desk, CXO's and other leadership as well as grievances raised by priority passengers.
- Coordinate with various stakeholders to address customer grievances promptly, thus maintaining and enhancing customer satisfaction and confidence in the brand.
Responsibilities
- Drive the end-to-end customer resolution process for priority passengers and escalations from top leadership, ensuring prompt and effective resolution to maintain high levels of customer satisfaction and uphold the organization's reputation.
- Lead and oversee the grievance team to effectively address and resolve customer concerns, reinstating confidence in the brand.
- Ensure team members are equipped with the necessary skills and resources to handle complaints efficiently.
- Head the effort to provide guidance, and support to team members, maintaining high standards of service.
- Foster a culture of continuous improvement and professional development within the team.
- Work closely with the Tata Group's customer centricity team on priority helpdesk issues, ensuring resolution of cases that escalate to the chairman's desk.
- Coordinate with stakeholders across the organization to gather information, expedite processes, and implement swift resolution of customer issues.
- Ensure concerns are addressed effectively while maintaining positive relationships with key stakeholders at the highest levels.
- Facilitate the flow of customer feedback to appropriate internal teams to aid in process improvements and mitigate recurrent issues.
- Ensure feedback loops are effective and result in actionable changes.
- Lead coordination efforts with various teams under commercial and customer experience divisions for issuing refunds, coupons, and offers to compensate for customer issues.
- Ensure compensatory measures are timely, appropriate, and enhance customer loyalty.
- Drive initiatives to continuously improve the customer resolution process, using data and feedback to implement best practices and innovative solutions.
- Monitor the effectiveness of these initiatives and adjust strategies as needed.
- Engage with top leadership to report on the status of escalated cases, provide updates on resolution progress, and highlight trends or recurring issues that require strategic intervention.
- Ensure compliance with organizational policies and standards in all customer resolution activities, safeguarding the company's reputation and legal standing.
- Develop and implement metrics to measure the effectiveness of the customer resolution process, using these insights to drive continuous improvement and optimize team performance.
Qualifications
Graduate in any stream. Preferred- Masters/MBA/PGDM/PGP/PG degree
Required Skills
- Customer Service Excellence
- Problem solving & decision making
- Conflict resolution
- Escalation management
- Resolution of customer queries
- Discretion & confidentiality
- Team Management
Experience Required:
10-15 years of relevant experience
