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Customer Experience Manager - SpiceJet

Date Posted:Jun 02, 2022

Job Detail

  • Location:
    Gurgaon, Haryana, India
  • Company:
    SpiceJet
  • Type:
    Full Time
  • Career Level:
    Mid-Senior level
  • Experience:
    Not Mentioned
  • Gender:
    No Preference
  • Degree:
    Graduate
  • Apply Before:
    Aug 02, 2022
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Job Description

Roles and Responsibilities

  • Ensure the implementation and execution of CE departments internal guidelines, SOP, TAT, and quality policies
  • Drive the team to conduct root cause analysis of complaints and arrive at an optimal resolution
  • Liaise with Marketing and Product departments to support the design and/or implementation and share feedback from a customer perspective.
  • Lead the exercise to benchmarking of industry practices, trends, and insights
  • Liaise with various Bases and other departments for complaint investigation and redressal.
  • Support internal service delivery audit program.
  • Ensure quality of emails, social media responses, accurate resolution of issues, Response TAT and maintenance of other SLAs
  • Work towards improving processes and infuse technology adoption for higher effectiveness and productivity

Desired Candidate Profile

  • Look After CX metrics like CSAT,
  • Should be good NPS Management, Projects Automation
  • Stakeholder Management
  • Employee Productivity & Quality scores

Skills Required

Job is expired

Company Overview

SpiceJet
Gurgaon, Haryana, India
0 Current Jobs Openings

SpiceJet’s mission is to become India’s preferred low-cost airline, delivering the lowest air fares with the highest customer value, to price sensitive customers.We hope to fulfill everyone’s dream of flying! With India's economic... Read More

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