Key Responsibilities: 1. Monitor & Manage member queries/concerns/requests & govern through internal escalation process :

a.

Interaction

Management (Exceed TAT)

b. Complains & Retention Process
Responsible for improving the experiences customers have with organization, with the goal of increasing customer satisfaction score, FTRs, proactive engagements (Member Meets)
To maintain the team effectively towards the customer satisfaction (CAPS)
Driving

Team to generate revenues for the organization by upselling products, referrals and rescue management
Responsible to adhere to the standard operating procedures
Reduce dormancy and improve eligible base
Responsible for ASF collections from dormant members
Responsible to achieve CAPS score of + 80 and CES score of + 80
Create magical moments for customers at every touch point
Reduce incoming complaints
Focus of fixing problems through quality tools
Responsible for recruitment,



training, mentoring and retention a. Of his team members b. Allocate tasks to the team c. Review of Teams performance d. Periodic tracking of performance appraisal of the team.

Skills & Abilities: 1. Analytical skill and attention to detail are essential requirements for this role
Positive decision-making skills to make recommendations for improvements and execute timely/correct decisions.
Patience and Valuable Listening Skills
Team Management
Persuasive, Negotiating and Influencing Skills
Excellent Interpersonal

Skills as this role would require cross functional interactions.
Must also be an Excellent communicator so that he/she can guide their teams and encourage colleagues to maintain the highest standards of quality

📌 Member Relations Manager Operations Mumbai
🏢 Mahindra Holidays u0026 Resorts India
📍 Mumbai