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Air India
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Associate Manager- Escalations Management

Associate Manager- Escalations Management

Air India

4 - 6 years

3 - 7 Lacs

Gurugram

Posted:9 hours ago| Platform:

Apply

Skills Required

Interpersonal skills Team management Customer satisfaction Process improvement Analytical Customer service operations Helpdesk management cxo Stakeholder management Monitoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

Organization Context

Position Title:

Associate Manager -Escalations Management

Function:

Location:

Gurgugram

Reports To:

Lead-Priority Help Desk

Role Level:

CXO-3

A. Job Purpose

The Specialist- Escalations Management plays a crucial role in ensuring the end-to-end resolution process for priority passengers and escalations from top leadership. This position is responsible for coordinating with various stakeholders to address customer grievances promptly, thus maintaining and enhancing customer satisfaction and confidence in the brand.

B. Key Accountabilities

Coordinate with stakeholders: Effective resolution of customer grievances often requires collaboration with stakeholders across the organization, including departments such as customer service, operations, and legal. The associate plays a crucial role in coordinating these efforts to expedite the resolution process and ensure a satisfactory outcome for the customer.

Handle escalations from top leadership: The associate must address these escalations promptly, ensuring that issues are resolved to the satisfaction of all parties involved while maintaining the organizations reputation and integrity.

Ensure timely and satisfactory resolution: The associate is accountable for ensuring that customer issues are resolved in a timely manner and to the highest possible standard of satisfaction. This involves monitoring the progress of cases, identifying obstacles to resolution, and taking proactive measures to address any issues that may arise, all while prioritizing the customers needs and expectations.

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.

C. Skills Required for the role

Strong Interpersonal skills

Analytical mindset

Strong Problem Solving Abilities

Innovative & Creative

Strong Team management skills

Stakeholder Management skills

Customer centricity

Strong People skills

D. Key Performance Indicators

Grievance Resolution Performance

Customer Satisfaction Scores (CSAT) for grievance resolution.

Resolution time for priority passenger issues and leadership escalations.

Reduction in the number of unresolved customer grievances.

Stakeholder Feedback and Process Improvement

Feedback from stakeholders regarding the effectiveness of grievance resolution processes.

E. Key Interfaces

Internal Interfaces

Cross Function teams

Collaborate with cross functional managers to facilitate quick resolution for high profile and escalated customer issues

F. Educational and Experience Requirements

Minimum Education requirements

Bachelors/BBA/BMS degree preferably specialization in communications

Experience

Minimum

Desired

4-6 years of experience in contact center/priority helpdesk management

6+ years of experience in similar role

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Associate Manager- Escalations Management

Experience & Salary

Skills Required

Work Mode

Job Type

Job Description

Organization Context

Position Title:

Function:

Location:

Reports To:

Role Level:

A.

Job Purpose

B.

Key Accountabilities

C.

Skills Required for the role

D.

Key Performance Indicators

Grievance Resolution Performance

Stakeholder Feedback and Process Improvement

E.

Key Interfaces

Internal Interfaces

F.

Educational and Experience Requirements

Minimum Education requirements

Experience

Minimum

Desired

More Jobs at Air India