Executive Customer Relations (ECR) team manages IN trans related escalations for rescue, root causing and medium/long term systemic changes. The team manages multiple programs such as INOPS VPI, ECR email escalations and customer rescue programs.
The team liaises with stakeholders across the IN Network to develop proactive rescue mechanisms, solutions and systemic fixes around the opportunities identified through root cause analysis to improve customer experience.
Key job responsibilities
Respond to inquiries from leaders, in addition to resolving contacts (received through escalation channels).
Communicate effectively and professionally with CS and non-CS departments.
Work on a detailed root cause analysis.
Recognize systemic and quality concerns contributing to poor customer experiences and communicate to appropriate stakeholders.
A day in the life
You will address customer issues by rescuing the customer but also by identifying and measuring root cause of the customer's experience failure and presenting your findings and recommendations to right stakeholders who can fix process or technology that caused customer defect.• A relentless obsession for the customer.
• Excellent English communication skills both verbal and written.
• Prior experience in Customer Service
• Demonstrates flexibility in work hours based on operational requirement.
• Ability to work independently, self-motivated, and demonstrate flexibility in approaching responsibilities and change.
• Displays good judgment and discretion.
• Excellent decision-making skills to effectively manage the needs of the customer and business Goal driven, target orientated, able to step back and look at the bigger picture, the person will also be able to manage during ambiguity and possess a preparedness to get involved
• Prior experience in Customer Service
• Perfection in responses to internal leaders is required.
• MS-Office Suite (Word, PowerPoint, Excel, SharePoint).
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