Customer Support Executive

Reports to : Assistant Manager - Customer Support

Indirectly reports to : Customer Care Manager (BOM)

Location / Country : Mumbai, India

Department / Section : Customer Support

Employment Condition : Full time Permanent

Job Level : B

Does this position affect safety? - No

- If yes, is this position Safety Influencing No

- If yes, is this position Safety Sensitive No

Purpose

The position plays a key role in building relationships with our customers. The role is to address feedback in a positive and professional manner, win back our best customers and restore their confidence in our products and services.

Competencies

- Knowing our Business Environment

- Driving Service and Business Excellence

- Organisational Understanding

Level 2 : Accountability

Level 2 : Analysis and Problem-Solving

Level 2 : Continuous Improvement and Innovation

Level 2 : Collaborating with Others

- Leading the Airline

- Teamwork and Building Partnerships

Coping with Pressure

Level 2

Key Responsibilities :

Customer Support :

- Handle both verbal and written customer feedback in a tactful, timely and professional manner

- Liaise with other departments to handle customer feedback which require further investigation

- Support the Customer Support team in hubs and outports or other departments as required in the handling and resolution of cases

- Record customer feedback in the Customer Feedback and Compensation System in an accurate manner

- Accountable for effective use of service recovery procedures

- Communicate with relevant departments on customer feedback to review any possible remedial actions and future improvements

- Make recommendations to Customer Support Management team for improvements in operational effectiveness and customer satisfaction

- Carry out ad-hoc duties as assigned by Customer Support Management team

E&A

- Emergency and Accident and Crisis Response responsibilities as required

Qualifications/Experience

- Graduate in any field

- Experience in the customer relations field is a significant advantage. Experience in call centres or customer service is also advantageous.

- The ability to write professional business correspondence is essential

- Excellent command of both spoken and written English

- Polished communication, negotiation and influencing skills

- Mature, with strong analytical and problem solving skills

- Excellent interpersonal skills with positive thinking and customer orientation

- Able to work under pressure and meet tight deadlines

- Good team player with an ability to work independently

- Good listening and probing skills to identify and understand the needs of the customer

- Proficient in MS Office

- Willing to work at weekends/public holidays on a regular basis