Catalyst HRS
Location
Mumbai | India
Job description
Customer Support Executive
Reports to : Assistant Manager - Customer Support Indirectly reports to : Customer Care Manager (BOM) Location / Country : Mumbai, India Department / Section : Customer Support Employment Condition : Full time Permanent Job Level : B Does this position affect safety? - No - If yes, is this position Safety Influencing No - If yes, is this position Safety Sensitive No Purpose The position plays a key role in building relationships with our customers. The role is to address feedback in a positive and professional manner, win back our best customers and restore their confidence in our products and services. Competencies - Knowing our Business Environment - Driving Service and Business Excellence - Organisational Understanding Level 2 : Accountability Level 2 : Analysis and Problem-Solving Level 2 : Continuous Improvement and Innovation Level 2 : Collaborating with Others - Leading the Airline - Teamwork and Building Partnerships Coping with Pressure Level 2 Key Responsibilities : Customer Support : - Handle both verbal and written customer feedback in a tactful, timely and professional manner - Liaise with other departments to handle customer feedback which require further investigation - Support the Customer Support team in hubs and outports or other departments as required in the handling and resolution of cases - Record customer feedback in the Customer Feedback and Compensation System in an accurate manner - Accountable for effective use of service recovery procedures - Communicate with relevant departments on customer feedback to review any possible remedial actions and future improvements - Make recommendations to Customer Support Management team for improvements in operational effectiveness and customer satisfaction - Carry out ad-hoc duties as assigned by Customer Support Management team E&A - Emergency and Accident and Crisis Response responsibilities as required Qualifications/Experience - Graduate in any field - Experience in the customer relations field is a significant advantage. Experience in call centres or customer service is also advantageous. - The ability to write professional business correspondence is essential - Excellent command of both spoken and written English
- Polished communication, negotiation and influencing skills
Job tags
Salary