Escalation Specialist

Role Title:Senior Manager-Priority Helpdesk

About the Role

• Ensure effective end-to-end resolution of escalations that land at the Chairman’s desk, CXO’s and other leadership as well as grievances raised by priority passengers.
• Coordinate with various stakeholders to address customer grievances promptly, thus maintaining and enhancing customer satisfaction and confidence in the brand.

Responsibilities

• Drive the end-to-end customer resolution process for priority passengers and escalations from top leadership, ensuring prompt and effective resolution to maintain high levels of customer satisfaction and uphold the organization's reputation.
• Lead and oversee the grievance team to effectively address and resolve customer concerns, reinstating confidence in the brand.
• Ensure team members are equipped with the necessary skills and resources to handle complaints efficiently.
• Head the effort to provide guidance, and support to team members, maintaining high standards of service.
• Foster a culture of continuous improvement and professional development within the team.
• Work closely with the Tata Group’s customer centricity team on priority helpdesk issues, ensuring resolution of cases that escalate to the chairman's desk.
• Coordinate with stakeholders across the organization to gather information, expedite processes, and implement swift resolution of customer issues.
• Ensure concerns are addressed effectively while maintaining positive relationships with key stakeholders at the highest levels.
• Facilitate the flow of customer feedback to appropriate internal teams to aid in process improvements and mitigate recurrent issues.
• Ensure feedback loops are effective and result in actionable changes.
• Lead coordination efforts with various teams under commercial and customer experience divisions for issuing refunds, coupons, and offers to compensate for customer issues.
• Ensure compensatory measures are timely, appropriate, and enhance customer loyalty.
• Drive initiatives to continuously improve the customer resolution process, using data and feedback to implement best practices and innovative solutions.
• Monitor the effectiveness of these initiatives and adjust strategies as needed.
• Engage with top leadership to report on the status of escalated cases, provide updates on resolution progress, and highlight trends or recurring issues that require strategic intervention.
• Ensure compliance with organizational policies and standards in all customer resolution activities, safeguarding the company's reputation and legal standing.
• Develop and implement metrics to measure the effectiveness of the customer resolution process, using these insights to drive continuous improvement and optimize team performance.

Qualifications

Graduate in any stream. Preferred- Masters/MBA/PGDM/PGP/PG degree

Required Skills

• Customer Service Excellence
• Problem solving & decision making
• Conflict resolution
• Escalation management
• Resolution of customer queries
• Discretion & confidentiality
• Team Management

Experience Required:

10-15 years of relevant experience