Job Detail

Asst. Manager - Customer Relations - Vistara

Date Posted:Feb 28, 2022

Job Detail

  • Location:
    Gurgaon, Haryana, India
  • Company:
  • Type:
    Full Time
  • Career Level:
    Mid-Senior level
  • Experience:
    4 Year
  • Gender:
    No Preference
  • Degree:
    Graduate
  • Apply Before:
    Nov 09, 2022

Job Description

The Customer Relations team handles customer’s queries, feedbacks and complaints. The role entails receiving customer’s email/ social media posts and resolving the customer’s issue appropriately and driving the team key deliverables. This may involve investigation from other departments and inter departmental coordination, team management, tracking and driving process level and agent level performance across all key metrics. The holder of this position needs to apply customer centric approach with the product and process knowledge to resolve the customer’s issue within the stipulated timelines. The average first response time and time taken to resolve the cases are the key performance metrics along with qualitative aspect. He/ She is expected to have good English writing and comprehension skills.

Key Responsibilities

  • Handling customer relation emails for resolving disputes
  • Managing Social Media brand handles for responding to customer queries and issues
  • Coordinating with inter departments for investigation and information
  • Maintaining MIS for the cases resolved
  • Calling the customer to maintain Turnaround time
  • Managing agent level performance, roster, supporting and guiding agents for responses, maintaining response repository and actively engaging in additional process improvement projects and initiatives

Skills / Attributes

  • Excellent Written and Verbal Communication Skills
  • Knowledge of Aviation
  • Familiar with social media platforms- Facebook, Twitter, Instagram, etc

Work Experience

  • Minimum 4-7 years of work experience

Qualification

  • Graduate from a recognized university

Location

Gurgaon

Note : All Vistara employees are required to be fully vaccinated against COVID-19.

Skills Required

Job is expired

Company Overview

Gurgaon, Haryana, India

Vistara – TATA SIA Airlines Ltd. - Background and History Vistara is a joint venture of Tata Sons Private Limited and Singapore Airlines Limited (SIA), wherein Tata Sons holds 51% stake in partnership and Singapore Airlines owns 49% stake. T... Read More

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