Job Description

Ensure all entire Feedback Management (Email /social media communications) are responded within the internal KPI & forwarded to respective process owners as per the KPI.

Support in Passenger experience survey.

KEY ACCOUNTABILITIES

Passenger Relations Executive Job Description:

• Ensure all entire Feedback Management (Email /social media communications) are responded within the internal KPI & forwarded to respective process owners as per the KPI. Feedback to be Classified to the appropriate parameter.
• Need to have ability to prepare presentations (PPT) for the department
• Social Media management with regards to: Monitor/ Audit  highlight internally wherever required  
• Call Center management with regards to: Roster Preparation /Managing Daily Attendance/ Monitor/ Audit Calls and share feedback/ briefings regularly  
• Departmental Feedback Data to be shared to process owners in terms of entire Feedback Management
• Initiating & Organizing FGD's with process owners for the feedback received in last month.
• SAP & OpenText: 1) PR/NFA/PO Creation/Updation for any new contracts. 2) Preparing SES & Invoice/PBG processing of all Department vendors.   3) Monthly Provision submission to Finance. 4) Follow up with Finance for payment status.         
• Monitor [email protected] for grievances related to tenants and Freight forwarders and release monthly report(feedback if received).
• Preparation of need based / Issue specific reports on Management requirement (i.e Touting, Covid Related etc)
• Check and filing / maintaining the documentation of CMS SOP etc ( complaint Management System(CMS -ISO- 10002:2018)
• Must be fluent in English, Hindi and Telugu with neutral accent
• Respond to Emails/ calls /social media by clarifying desired information; and providing information
• Makes calls to customers to address and close complaints
• Manage and resolve customer queries and complaints received.
• Escalate unresolved queries/complaints to the concerned process owners and track towards improvements.
• Research required information/vendors using available resources required for the team
• Keep updated on all the current changes in the organization and surrounding environment
• Responsible to deliver high quality and productivity results that meet the identified targets
• Maintains database by and share the reports when required and monthly basis.
• Keeps equipment operational by following established procedures; reporting malfunctions.
• Updates job knowledge by participating in developing personal and professional skills.
• Enhances organization reputation by accepting ownership for accomplishing new and different requests assigned to the department; exploring opportunities to add value to job accomplishments.

Available  24/7 in times of crisis and when situation arises

• Oral Communication: Ability to express thoughts effectively and convincingly. | Interview
• Following Through: Ability to establish procedures and monitors the progress and results of plans and activities to ensure goal achievements. | Interview
• Listening: Ability to draw out opinions and information from relevant others in face to face interaction. | Interview
• Compliance: Adheres to policies and / or procedures, or seeks approval from concerned authorities before making changes. | Interview
• Time Management: Ability to plan and organize own use of time, meets deadline and avoids last minute rush. | Interview
• Learning Abilities: Ability to assimilate and apply new, job related information in a timely manner. | Interview
• Execution and Operational Excellence: Ability and desire to execute with attention to detail, speed, accuracy and consistency | Interview
• Determination(Contextual and Flexible)
• Innovation
• Managing Change and ambiguity by creating Win-Win
• Learning Ability
• Making & Navigating proposals
• Entrepreneurship
• Social Awareness
• Strategic Orientation
• Capability Building
• Planning & Decision Making
• Problem Solving & Analytical Thinking
• Scanning, Networking & External orientation
• Teamwork & Interpersonal influence
• Execution & Results
• Networking
• Stakeholder Focus
• Personal Effectiveness
• Customer Services

Skills Required

• Customer Service
• Problem Solving