Job Description

Customer relations is a customer retention process and is an extremely sensitive function.

• Plan and schedule training sessions for CR team. Conduct training sessions for new employees, followed by their coaching & mentoring during OJT
• Conduct training on new products & process for CR team. Cross training of team members in different LOB’s
• Closely work with managers to determine training needs
• Prepare & update training material such as module summaries, videos etc.
• Measuring the effectiveness of training by assessments, refreshers etc
• Sending reports/MIS to CR manager on the progress/pending status of training
• Adding innovative ideas to training delivery
• Respond to customer complaints and queries in written form –letters, faxes, emails and Outcall, especially during IROPS & during high email volume. Ensure resolution of complaints/emails as per standard operating procedure

Skills

• Good knowledge of airline process
• Require strong knowledge of navitaire
• Excellent oral and written communication skills
• Experience in any product/process/soft skill training
• Excellent knowledge of Microsoft Office applications
• Ability & confidence to speak to the customer and bring customer grievance to an amicable closure

Essential requirements

• Able to commute to office independently
• Work in shift ( days shifts with different timings)
• A prior work experience of at least 1 year – which involved training, mentoring, handling customers

Location of work and working hours

• Global business park/Ifly (May Change)
• Working days – Rotational offs, could be on weekdays, Sat Sun (Working)
• Function coverage will be 9am to 7 pm (maximum)

Skills Required

• Training