Job Detail

Call Center Customer Service Manager - flybig

Date Posted:Sep 10, 2021

Job Detail

  • Location:
    Gurgaon, Haryana, India
  • Company:
  • Type:
    Full Time
  • Career Level:
    Experienced Professional
  • Experience:
    8 Year
  • Gender:
    No Preference
  • Degree:
  • Apply Before:
    Nov 10, 2021

Job Description

About the job

Key Responsibilities :

  • Responsible for the Contact Center Operations (in-house and outsourced partners), Customer Response management through emails and social media, Process Management and voice of the customer data
  • To build and lead a team in optimizing the customer experience while driving operational excellence and maximizing organizational effectiveness
  • Enhance customer experience and deliver superior quality services by leveraging digital technologies
  • Responsible for exceeding daily operational metrics of inbound and outbound contact center, ensuring adherence of productivity deliverables like SLA, AHT, CSAT and Quality, overall team and process productivity
  • Effective handling of response management of emails and via social media
  • Should have good understanding and hands on experience of the latest Call Center technology trends, CRM and Dialer systems
  • Managing customer queries and ensuring that the overall experience throughout the process is improved
  • Play an important role in the continuous improvement initiatives for the airline by highlighting recurring causes of service failures and participate in ongoing forums to optimize the Customer Experience journey
  • Effective communication and consistent interaction with Customers and Internal Process Management Teams for ensuring compliance with specified standards, continuously focus on enhancement of operational performance and service delivery

Skills & Attributes :

  • Customer focused and always drives customer satisfaction
  • Excellent verbal, written communication, interpersonal and presentation skills and demonstrated ability to work in a team environment
  • Excellent knowledge of working on an airline reservation system, and able to understand ticketing, schedule changes, refunds, etc.
  • Working knowledge of contact center and customer service technologies – keeps current with emerging changes in customer experience industry and technologies 
  • Strong strategic and analytical skills
  • Flexibility to execute during crisis/ high volumes in a fast-paced dynamic setup
  • Flexible to work in a 24*7 environment, including willingness to work on weekends, and outside of the "standard" work day

Work Experience :

  • 8+ years’ of experience in Airline Customer Service and Engagement, Contact Center Operations and vendor management
  • Must have handled and managed in-house and outsourced teams

Qualification :

  • Graduate/Post Graduate from a recognized University

Location :


Interested candidates can share their resume with subject line “Call Center Manager/Customer Service Manager” to [email protected]

Job is expired

Company Overview

Gurgaon, Haryana, India

FlyBig is a regional airline in Indore, India. It is promoted by Gurugram-based Big Charter Private Limited. The airline began operations in December 2020 and is focused on connecting tier-2 cities within India.The company has rec... Read More

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