Senior Executive - Customer Experience

Job Title: Senior Executive – Customer Experience

Key Responsibilities

• Respond promptly to customer complaints and queries via email and phone calls.
• Conduct extensive outbound calls to ensure issue resolution and customer satisfaction.
• Collaborate with departments like Airport Operations, Call Centre, and Finance to resolve customer concerns efficiently.
• Maintain and update records of customer interactions, issues, and resolutions.
  

Behavioural Competencies

• Resilience in managing challenging situations.
• 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: Graduate in any discipline.
• Experience: 3+ years of experience in email and voice processes, preferably in customer grievance handling.
• Flexibility: Must be comfortable with rotational shifts and rotational offs (includes night shift)
• Location : Gurgaon (Work from office)