Senior Executive - Customer Experience

5 - 10 years

6 - 14 Lacs

Posted:1 month ago| Platform: Naukri logo

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Job Type

Full Time

Job Description


The Senior Executive Customer Experience will play a critical role in addressing customer escalations and queries addressed to senior leadership of the organization while ensuring a seamless resolution process. The ideal candidate will exhibit strong communication skills - both written and verbal, resilience in challenging situations, and a customer-centric approach to enhance overall satisfaction.

Key Responsibilities:

  • Respond promptly to customer escalations and queries via email and phone calls and own customer cases end to end.
  • Conduct extensive outbound calls to ensure issue resolution and customer satisfaction.
  • Collaborate with all IndiGo departments like Airport Operations, Call Centre, Finance, In-flight services, sales, digital, product, legal, public relations etc to resolve customer concerns efficiently.
  • Maintain and update records of customer interactions, issues, and resolutions.
  • Conduct thorough analysis of customer escalation causative trends and lead process change from highlighting the improvement opportunity up until implementation

Behavioral Competencies:

  • Resilience in managing challenging situations.
  • Strong technical aptitude to understand processes, procedures, technologies and work simultaneously on multiple tools
  • A customer-centric mindset with a focus on satisfaction and relationship-building.
  • Strong negotiation and persuasion skills.
  • Agility and adaptability in a fast-paced environment.
  • Proactive eagerness to learn and improve.
  • Effective time management and prioritization skills.
  • Ability to work collaboratively as part of a team.

Technical Skills:

Proficient in English and Hindi (both verbal and written).

Strong typing skills with attention to detail.

Eligibility Criteria:

Educational Qualification:

Experience

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IndiGo

Agriculture Technology

London

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