Job Description

Dear All, SpiceJet invites energetic and enthusiastic candidates to join them for the position of Executive /Senior Executive/Assistant Manager/Deputy Manager in our Customer Experience Department on Wednesday, 2nd April '25, from 10:00 A.M. to 12:00 P.M. . Designation : Executive /Senior Executive Department : Customer Experience Educational Qualification : Graduates (Any stream) Only Experience Required : Min. 6 months in a similar role (Freshers May also apply). Job Location : Gurgaon Job Description : Handling E-mails (Query/Request/Complaint/Appreciations) from customers Handling Social Media customer interactions, as per requirement Handling of Regulatory Portals Ensure prompt, accurate, and error-free communication with customers Proficiency in writing/grammar required so as to write concise and clear emails and letters Coordinating with various departments for giving appropriate resolution of complaints within defined timelines Ensuring achievement of assigned productivity targets and quality scores Ensure data updation in the Excels/Google Forms etc. Customer Retention to be a key objective while handling E-mails Designation : Assistant Manager/Deputy Manager Department : Customer Experience Educational Qualification : Graduates (Any stream) Only Experience Required : 4-10yrs Job Location : Gurgaon Job Description : Ensure drafting, implementation and execution of CE departments internal guidelines, SOP, TAT, and quality policies. Drive the team to conduct root cause analysis of complaints and arrive at an optimal resolution Liaise with all concerned departments to support the design and/or implementation and share customer feedback/data analysis of customer complaints/Feedback. Lead the exercise to benchmarking of industry practices, trends, and insights Liaise with various concerned departments for complaint investigation and redressal. Support internal service delivery audit program. Ensure quality of emails, social media responses, accurate resolution of issues, Response TAT and maintenance of other SLAs Work towards improving processes and infuse technology adoption for higher effectiveness and productivity. Work effectively with Regulatory bodies to resolve customer issues. Liaise with other internal departments to manage escalations timely and effectively, including the management of resolutions within TAT. Investigate cases alongside various teams to take appropriate decisions Support the HR department in their efforts to conduct disciplinary inquiries, recruitment and on boarding of employees Contribute to and share feedback with relevant departments regarding new process/policies impacting customers. On board and train employees as per requirement. Oversee the buddy system to ensure adequate on the job training. Systematically allocate tasks, review performances (as per SpiceJets performance management policies). Nurture and develop talent by enabling team leaders/ members to focus on updating skills and technical know-how Build a culture of open communication, engagement and create an energized workplace Coach and develop Team Leaders on performance management, continuous learning through buddy system, handle discipline issues. Required Skills : The ideal candidate should possess: Excellent communication skills (verbal & written). Good working knowledge of Ms. Office (excel, PowerPoint, word) Strong decision making and problem solving ability. Ability to work under pressure. Qualities of being -Organized, Disciplined and Result Oriented. Courtesy and professionalism to resolve customer issues Ability to bring about improvement in processes and procedures. Interested candidates may walk- in with their updated resume at the below-mentioned interview and venue details: Date: 2nd April 2025 Time: 10:00 AM to 12:00 PM Venue : SpiceJet Ltd, Building No. 321, Udyog Vihar Phase 4, Gurugram -122016 Regards, Human Resources Disclaimer : It has come to our notice that certain miscreants are illegally representing themselves as employees/ associates/ agents/ consultants of Spice Jet, and using its name to make employment offers for consideration. The General Public is hereby cautioned and advised that Spice Jet Ltd. has not authorized any Person, Agent, or Agency to take interviews, offer employment, or issue an offer/ employment letter for and on behalf of Spice Jet Ltd. Any person approaching such unscrupulous person(s) for job/employment with Spice Jet Ltd. for consideration shall do so at their own risk, cost and consequences. Spice Jet will not accept liability in any circumstances for any loss and/or damage resulting from these unauthorized offer (s) or advertisement(s). Spice Jet will also take such legal action that may be deemed appropriate against unauthorized advertisements/persons. General Public is advised to approach Spice Jet Ltd directly for any information on employment / recruitment vide email custrelations@spicejet.com & careers@spicejet.com