Job Purpose - Respond to customers chat and make outbound calls as appropriate - Manage and resolve customer complaints Key Accountabilities Strategic Activities - Record customer queries and inquiries received through chat ensuring responses are accurate professional and delivered in a timely manner - Identify issues that require supervisor intervention and escalate them promptly ensuring complex customer concerns are addressed effectively - Provide comprehensive and up-to-date information about products and services to customers aiding in their decision-making process - Conduct thorough research using available resources to address and resolve customer inquiries ensuring solutions are feasible and satisfactory - Identify and resolve customer complaints with efficiency and professionalism maintaining a positive customer experience - Document all customer interactions in accordance with standard operating procedures ensuring accurate records are maintained for future reference - Recognize document and alert the management team about trends observed in customer interactions contributing to continuous improvement efforts - Conduct follow-ups on customer calls and chat conversations when necessary ensuring customer issues are resolved and satisfaction is achieved - Perform other duties as assigned by the team lead or supervisor supporting the broader goals of the customer experience team - Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work The same would be suitably represented in the Primary responsibilities and agreed between the incumbent reporting officer and HR Skills Required for the role - Solid Interpersonal skills- Service excellence- Written communication and typing skills- Social media skills- Customer centricity- Stakeholder Management- Coordination SkillsKey Performance Indicators - Response and Handling Metrics- First Response Time FRT - Average Handling Time AHT - Resolution Metrics- Overall Resolution Time- Quality MetricsQuality Key Interfaces - Internal Interfaces- Contact Centre Teams- Work with various Contact Centre teams to effectively perform day to day contact center operationsEducational and Experience Requirements Minimum Education Requirement - Graduate degree preferably in Operations ref updazz com

📌 Associate - Customer Service - Non Voice Process - Airline Contact Centre (0-2 Yrs) Gurgaon/gurugram (after-sales/customer Service)
🏢 Aviation Indeed
📍 Gurugram