CS Ops Team Member Nodal Appellate Location Gurugram Department Commercial Customer Service Job Overview The CS Ops Team Member Nodal Appellate is responsible for handling escalated customer complaints and appeals The role focuses on analyzing complaint data ensuring timely resolution maintaining compliance and supporting service quality improvement Key Responsibilities 1 Complaint Handling Analysis Review and analyze escalated customer complaints and appeals Identify trends patterns and root causes of recurring issues Use analytical tools to extract insights and support decision-making 2 Performance Monitoring Track KPIs such as resolution time customer satisfaction and compliance Monitor the progress of escalated cases to ensure timely closure Prepare daily weekly monthly reports and dashboards for leadership 3 Process Improvement Provide insights and recommendations to improve complaint resolution processes Identify gaps in nodal and appellate workflows and suggest enhancements Participate in cross-functional projects aimed at improving customer experience 4 Quality Compliance Conduct quality checks and audits for nodal and appellate operations Ensure compliance with regulatory timelines and standards Maintain accurate records and ensure data privacy as per company policy 5 Coordination Stakeholder Management Work closely with customer service teams to resolve cases Collaborate with regulatory authorities for reporting and compliance requirements Support the CS Ops Team In-charge in day-to-day operational activities Skills Required Strong problem-solving ability Valuable communication and interpersonal skills Planning and coordination skills Customer-centric mindset Stakeholder management Analytical thinking Education Experience Education Bachelor s degree in Business Administration Customer Service or any related field Experience Minimum 2 years of experience in data analysis or customer service operations Experience in complaint handling or regulatory processes preferred Knowledge of aviation service standards is an advantage Note Aviation Indeed does not charge any fees for interviews or recruitment from candidates Report any fraudulent incident to info aviationindeed com

📌 Team Member – Nodal & Appellate (Gurugram)
🏢 Aviation Indeed
📍 Gurugram