Sr Associate Airline Contact Centre(Non-Voice)

Job Description

Strategic Activities • Record customer queries and inquiries received through chat, ensuring responses are accurate, professional, and delivered in a timely manner. • Identify issues that require supervisor intervention and escalate them promptly, ensuring complex customer concerns are addressed effectively. • Provide comprehensive and up-to-date information about products and services to customers, aiding in their decision-making process. • Conduct thorough research using available resources to address and resolve customer inquiries, ensuring solutions are feasible and satisfactory. • Identify and resolve customer complaints with efficiency and professionalism, maintaining a positive customer experience. • Document all customer interactions in accordance with standard operating procedures, ensuring accurate records are maintained for future reference. • Recognize, document, and alert the management team about trends observed in customer interactions, contributing to continuous improvement efforts. • Conduct follow-ups on customer calls and chat conversations when necessary, ensuring customer issues are resolved and satisfaction is achieved. • Perform other duties as assigned by the team lead or supervisor, supporting the broader goals of the customer experience team. Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR. C. Skills Required for the role Strong Interpersonal skills Service excellence Written communication and typing skills Social media skills Customer centricity Stakeholder Management Coordination Skills D. Key Performance Indicators Response and Handling Metrics • First Response Time (FRT) • Average Handling Time (AHT) Resolution Metrics • Overall Resolution Time Quality Metrics • Quality E. Key Interfaces Internal Interfaces Contact Centre Teams • Work with various Contact Centre teams to effectively perform day to day contact center operations F. Educational and Experience Requirements Minimum Education Requirement • Graduate degree, preferably in Operations Minimum Requirement Desired Experience • 2 years + experience in customer service process/operations & chat handling • 3 years + experience in customer service process/operations & chat handling Show more Show less