10 Service Recovery Jobs

As the F&B Manager, you will be responsible for overseeing all food and beverage operations to ensure the delivery of an exceptional guest experience. Your main objectives will be to forecast, plan, and manage all F&B outlets, staff, and finances in order to optimize sales and revenue through customer satisfaction and employee engagement. Your primary focus will be on guest satisfaction, aiming to exceed guest expectations and maximize guest satisfaction scores by handling complaints effectively and providing proper service recovery. You will be tasked with maintaining high service standards, both externally with guests and internally with staff, anticipating customer needs and proactively addressing any concerns. Staying abreast of industry trends will be crucial, as you will be expected to make recommendations to enhance the competitive standing of the F&B outlets. Collaboration with the head chef and kitchen staff will be necessary to ensure the smooth operation of the kitchen, develop quality menus that align with business objectives, and achieve budgeted food costs. Your role will also involve fostering employee satisfaction through effective leadership and motivational techniques to enhance productivity and job satisfaction among your team members. Recruitment, training, and performance appraisals will be part of your responsibilities in building a strong and talented workforce. Effective coordination with other departments will be essential to ensure seamless operations and achievement of departmental goals. Communication with your immediate supervisor regarding any significant issues or developments will be vital to maintain transparency and address challenges promptly. You will be expected to implement cost control measures to minimize breakage and pilferage, as well as develop revenue management strategies to achieve revenue and profit targets. Setting clear targets, KPIs, schedules, policies, and procedures will be key to driving revenue growth and operational efficiency. Ensuring compliance with health and safety regulations will be imperative to maintain a safe and secure environment for guests and staff alike. Your commitment to upholding policies and regulations will contribute to the overall success and reputation of the F&B operations.,

As a customer service supervisor, your primary responsibility will be to deliver courteous and professional customer service. This involves efficiently handling guest and employee inquiries, maintaining positive interactions, and ensuring timely follow-up on any issues that may arise. Additionally, you will be in charge of supervising maintenance activities, including executing preventive maintenance programs and ensuring compliance with safety and regulatory standards. To excel in this role, the ideal candidate should have a degree or diploma in Electrical/Mechanical Engineering and/or Building Management. Knowledge in preventive maintenance programs and special projects will be valuable. Technical expertise in areas such as air conditioning, ventilation, refrigeration systems, fire main systems, sprinklers, water/waste treatment, or hydraulics will be an advantage. In addition to maintenance supervision, you will also be responsible for promoting effective energy conservation practices, proper tool handling, maintaining cleanliness, and overseeing technical purchases and service recovery processes. If you are passionate about providing exceptional customer service, have a background in engineering or building management, and possess the technical knowledge required for maintenance supervision, we encourage you to apply for this exciting opportunity.,

You will play a crucial role in ensuring guest satisfaction and maximizing the GSTS score by surpassing guest expectations through effective complaint handling and proper service recovery. Your focus will be on preserving excellent levels of both external and internal guest services, identifying customer needs, and proactively responding to all concerns. Monitoring industry trends and making recommendations to enhance the competitive status of the outlet will be part of your responsibilities. You will work closely with the head chef and kitchen staff to ensure the efficient operation of the kitchen, design quality menus that align with the business objectives, and achieve budgeted food costs. Additionally, overseeing the planning and implementation of menus and wine lists will be essential. Utilizing your leadership skills and motivational techniques, you will aim to maximize employee productivity and ensure the satisfaction of your direct reports. Leading the team by recruiting, training, and appraising talented personnel will be a key aspect of your role. Effective coordination and follow-up with other departments will be necessary to ensure smooth operations and the achievement of departmental goals. Keeping your immediate supervisor informed promptly and comprehensively of all problems or significant matters will be crucial for maintaining effective communication within the team. Implementing best practices for breakage and pilferage control to manage costs effectively will also be part of your responsibilities.,

As the Director of Service Management at Barry Callebaut Digital (BCD), you will play a pivotal role in leading the digital transformation within the chocolate industry. Reporting directly to the VP Technology Services, you will have the opportunity to shape the operational support and service management, thereby enhancing the digital way of working. Your key responsibilities will include leading the development and management of global service management teams, implementing IT service management tooling, processes, and governance structures. You will also be responsible for developing a strategic roadmap for IT service management capabilities, driving standardization of IT services, and overseeing the implementation of the service management platform. In this global leadership role, you will collaborate with key stakeholders across various locations, requiring up to 20% travel. To excel in this position, you should hold a graduate degree in IT/technology or a related field, possess significant experience in IT service management frameworks such as ITIL v3 and ITIL v4, and have a deep understanding of ITSM tooling, especially ServiceNow. Additionally, you should have a minimum of 10 years of relevant work experience, including experience in managing global service desk operations and leading IT teams. You should demonstrate a hands-on attitude, strong technical knowledge, and the ability to drive change collaboratively on a global scale. Your success in this role will depend on your ability to inspire and motivate diverse teams, prioritize service excellence, and foster a culture of continuous improvement and learning. Furthermore, you should possess excellent communication skills, the capacity to build internal and external partnerships, and a passion for user-centric technology and innovation. At Barry Callebaut, we are committed to Diversity & Inclusion, and we value individuals who can contribute to their full potential while upholding high ethical standards in all decisions and actions. Join us in our mission to lead the digital revolution in the chocolate industry and make a significant impact on the future of BC Digital. #oneBC - Diverse People, Sustainable Growth.,

The Vice President Customer Service and Experience will lead the organization's grievance redressal function, ensuring the timely, compliant, and customer-sensitive resolution of high-level complaints. You will be responsible for governing grievance operations across regions and branches, ensuring adherence to IRDAI regulations, and driving continuous service improvement to protect and enhance customer trust. Your key responsibilities will include owning and resolving complaints escalated to senior leadership and regulators (IRDAI, Ombudsman, Consumer Forums), handling high-impact issues such as mis-selling, service failure, death claims, and policy lapses with utmost sensitivity. You will also be responsible for implementing robust grievance monitoring mechanisms across all locations, conducting quarterly reviews, and providing reports to leadership, identifying key trends, risks, and opportunities. In addition, you will ensure TAT compliance and quality closures that are fair, well-documented, and customer-centric. Driving RCA and implementing systemic corrections for recurring issues will be crucial. Maintaining compliance with IRDAI guidelines, managing IGMS operations, and collaborating with audit and compliance teams to ensure data accuracy and timely reporting will also be part of your role. Analyzing grievance trends for mis-selling indicators, collaborating with Sales, Product, and Training to reduce mis-selling, and improving customer onboarding will be essential for mis-selling prevention. You will champion service recovery initiatives, introduce technology-driven grievance management solutions, and foster a Customer First culture across teams. As a leader, you will lead the central grievance team, guide regional units, and partner with cross-functional leaders to enable swift and holistic grievance resolution. Mentoring team members to promote best practices in service delivery will also be a key aspect of your role. Key Skills & Competencies required for this position include a deep understanding of IRDAI regulations and grievance protocols, strong escalation and stakeholder management abilities, data-driven with strong analytical and reporting skills, familiarity with insurance systems and CRM platforms, high ownership, customer empathy, and ethical leadership, and the ability to influence cross-functional teams. Qualifications & Experience expected for this role are a Graduate degree (preferred in Insurance, Law, or Management); Postgraduate/MBA is a plus, Certifications such as Licentiate/Associate from the Insurance Institute of India (preferred), and 15+ years of experience in life insurance customer service, with 5+ years in grievance redressal leadership. Experience managing escalations at HO/regulatory levels is a must-have, and Life Insurance Experience is mandatory. If you are interested in this position, please share your updated resume on jeena.sunil@evokehr.com or connect on -9274682913.,

You are an experienced and proactive Operations Manager responsible for setting up, leading, and managing the operations team based in Thane. In this critical leadership role, you will ensure smooth and efficient logistics execution, deliver outstanding customer service, and foster a high-performing team culture. Your key responsibilities include team leadership and development, customer service and escalation management, operational execution, collaboration, and reporting. As the Operations Manager, you will build and manage a team of Operations Executives handling daily shipments, provide coaching and guidance for service excellence, and develop training programs for staff. You will also serve as the senior escalation contact for customers in India, oversee operational processes from shipment bookings to delivery, and ensure compliance with global SOPs and customer requirements. Your role involves collaborating with global Marinetrans offices for seamless coordination, providing regular reporting on team performance and operational KPIs, and participating in continuous improvement projects. To qualify for this position, you should have a Bachelor's degree in Logistics, Supply Chain, Business Administration, or a related field, along with 6-10 years of logistics experience, including managerial roles. The ideal candidate will possess strong knowledge of international shipping, air and sea freight, and customs procedures, as well as excellent leadership, communication, and organizational skills. Proficiency in logistics software and the Microsoft Office Suite is required. Previous experience in marine logistics is advantageous but not mandatory. In return, Marinetrans offers you a leadership role in a globally recognized logistics company, the opportunity to build and shape a new team and operational setup in India, international exposure, cross-functional collaboration, and career development in a dynamic industry. Marinetrans is a global logistics provider specializing in marine spare parts delivery, offering end-to-end solutions for the maritime industry. Join us in establishing a strong operations hub in India and lead our team in Thane, Mumbai.,

Pre-Opening & Setup Phase Oversee the setup, implementation, and operational launch of Front Office & Housekeeping for new properties. Ensure all SOPs are established, documented, and strictly followed, aligning with brand standards. Work closely with project and procurement teams to ensure the right infrastructure, materials, and technology are in place before opening. Recruit, train, and onboard Front Office & Housekeeping teams, ensuring operational efficiency from Day 1. Conduct trial runs, mock stays, and soft openings to identify and resolve operational gaps before official launch. Act as the troubleshooter, ensuring smooth pre-opening execution before transitioning to the next project. Operational Execution & Compliance Implement and enforce Front Office and Housekeeping SOPs, ensuring consistent service delivery across multiple locations. Work with IT teams to set up PMS, housekeeping software, and guest feedback systems. Set up inventory controls, housekeeping schedules, and guest experience workflows. Ensure adherence to hygiene, safety, and brand standards, conducting audits to maintain compliance. Train property teams on best practices for guest handling, complaint resolution, and efficiency-driven operations. Act as a liaison between property teams and corporate leadership, ensuring expectations are met. Handover & Next Location Deployment Ensure the property is fully operational with a self-sufficient team before transitioning out. Conduct final audits to confirm process adherence, team readiness, and guest experience standards. Provide feedback to the Pre-Opening GM and senior leadership regarding operational learnings and improvements. Move to the next pre-opening location, repeating the process for new properties. Qualifications & Skills Experience: 57 years in hotel operations, with expertise in Front Office & Housekeeping. Pre-opening experience is mandatory. Leadership: Ability to set up teams from scratch, establish SOPs, and drive performance before transitioning. Guest-Centric Approach: Strong problem-solving and service recovery skills to enhance guest satisfaction. Tech-Savvy: Familiarity with PMS, housekeeping management software, and guest feedback tools. Financial Acumen: Understanding of budgets, cost control, and revenue strategies for FO & HK. Flexibility & Travel: Willingness to travel frequently and work non-traditional hours, including weekends and holidays. Education: Degree in Hospitality/Hotel Management is mandatory. Project Management Mindset: Ability to set up, implement, ensure compliance, and move on to the next project efficiently.

Description We are seeking an experienced Executive Customer Service to join our dynamic team in India. The ideal candidate will have a strong background in customer service and a passion for helping customers resolve their issues. You will play a key role in ensuring customer satisfaction and enhancing the overall customer experience. Responsibilities Manage customer inquiries and provide effective solutions in a timely manner. Handle customer complaints and escalate issues when necessary to ensure customer satisfaction. Maintain detailed records of customer interactions and transactions. Collaborate with team members to improve customer service processes and enhance customer experience. Provide feedback on customer service trends and areas for improvement. Skills and Qualifications Bachelor's degree in Business Administration, Communications, or related field. 4-10 years of experience in customer service or related field. Strong verbal and written communication skills. Proficiency in customer service software and CRM systems. Excellent problem-solving skills and ability to think critically under pressure. Ability to work collaboratively in a team environment and handle multiple tasks effectively.

Responsible for resolving customer queries and service requests received through email Ensure service interactions are dealt with promptly including service recovery Coordinate with internal teams to ensure the requests are closed in a timely manner

>> Responsible for managing the performance for the team of Production Specialist >>Responsible for responding back to the client and internal stakeholders in an efficient and professional manner >>Handles and resolves customer complaints- identify and escalate priority issues >>Build a strong personal customer rapport and establish engagement to drive positive customer experience >> Ensures compliance with all company and departmental policies, procedures, and guidelines >>Drive performance for his team and ensure that all client matrices are met as per the SLA, Support service delivery teams in process stabilization >>Data Analysis - Analyzing data short term long term trends, report generation, graphical representation, business analytics report, management reports >>Work on employee financials (incentives, PBPP, QPLC etc.), stacks, Weekly, Monthly, Quarterly & Annual performance reports, PMS, and attrition >>Identify blockages and recommend improvement opportunities. Deliver sound, SMART recommendations in relation to continuous improvement; About The Role Role Purpose The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process. ? Do Ensure process is executed as per the client contract Conduct briefings before every shift to drive focus on key metrices and debrief at the end of the shift to drive focus of the team on quality and adherence to contract compliance processes Prepare notes from the huddle meetings and share it with the team Prepare and share the performance data of the team with the client at the end of the shift Interact with the client and prepare note to share updates and changes with the team Review the performance on the key process metrices and conduct RCA to improve quality parameters Prepare presentation on weekly and monthly performance data for the manager to be shared with the client Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects Be part of the discussion between manager and WFM team on forecast and number of agents required Organize fun hours on Friday for the team to promote team engagement Identify opportunities for automation within the account and share it with the manager Provide details and data to the automation team to support the automation initiative ? Drive performance of the team on the identified metrices of the process Review last 6-8 weeks performance data (RAG) and identify low performers Provide feedback and coach the outliers/ low performers to improve their performance metrices Prepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performers Handhold the employees on performance on process and monitor for improvements Identify training needs for new joiners especially and track their daily progress Conduct process trainings as well as refresher trainings are provided to bridge the capability gap or if there is any change from the client’s end ? Stakeholder Interaction & Management Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts Interact and engage with the client manager to communicate and update progress against account plan, project delivery etc. Participate in monthly review meetings with Account Delivery leadership updating them on the status and progress of the account Work with quality team to ensure the quality improvements as per the delivery standards of the contract Provide timely assistance in case of an escalation and support resolution of escalations/ issues ? Effective Team Management Resourcing Hire adequate and right resources for the team Talent Management Ensure adequate onboarding and training for the team members to enhance capability & effectiveness Build an internal talent pool and ensure their career progression within the organization Manage team attrition Drive diversity in leadership positions Performance Management Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports Ensure that the Performance Nxt is followed for the entire team Employee Satisfaction and Engagement Lead and drive engagement initiatives for the team Track team satisfaction scores and identify initiatives to build engagement within the team >>Excellent Communication Skills (Verbal & Written) >>Strong interpersonal & influence management skills and decision making skills >>Ability to work & communicate with people across organizational units and locations. Strong Team building skills >>Ability to think strategically & translate strategy into measurable action plans >>Strong analytical skills with an ability to solve a problem with a win-win negotiation approach >>Ability to lead people on large, multi-functional efforts. Motivating associates through effective management and constructive feedback >>Should have excellent knowledge of Customer Service, Taking Ownership, Service Recovery, Performance Management, Employee Coaching and Mentoring >>Leading by Example and ability to handle stressful situations >>Is able to make judgment calls on risk rating, is able to interpret and apply policy >>Ensure quality sampling targets (ISO) are met, systems and measures are robust. Collaborate with internal and external stakeholders to deliver to the business’ strategic plans in relation to quality improvement >>Act as the point person for escalations/queries around the remediation work Manage stakeholder expectations