Gurgaon
TATA SIA
Airlines Limited
Qualification: Graduate from a recognized university
Work Experience: Minimum 2 - 4 years’ experience in customer service / customer excellence roles
Job Overview:
The service excellence team works on
improvement of customer experience by driving process excellence for Customer
Engagement and other customer facing teams. This is done by trainings, audits,
framing internal policies and ensuring compliance. The function also regularly
looks at customer VOC received from multiple platforms and shared it in an
actionable format to the rest of the organisation, This role would be a
combination or training, audit and data analytics.
Key Responsibilities:
Training
Learn and then train new joining members of
the team on usage of Vistara systems, Vistara Customer relations work and SOPs
Interact regularly other departments such as
Club Vistara and Airport teams for seamless information flow to Customer
Relations team and keep their training manuals/SOPs updated
Business excellence record-keeping and Audit
Create a repository of all
documents/circulars/policies that affect customer facing SOPs for Commercial
team in Vistara, based on these audit different platforms and ensure continuity
of information and compliance of policies
Also do a regular audit and correction of
website and mobile app content from Customer point of view and ensure they are
in accordance with the various customer service procedures being followed by
the team and information being given to customer on Email/Calls. Work with
relevant teams to always keep these platforms updated
Customer Insights and Data Analytics
Create and update the post service experience
survey (NPS survey)
Perform basic data analysis for complaints,
escalations and NPS feedback to present a comprehensive VOC for consumption of
all departments and their action
Automation
Understand requirements and create BRDs for
large CE technology projects in a comprehensive manner. Own the project
end-to-end along with IT and oversee completion
CE Project management for internal process
improvement projects
Skills & Attributes:
Excellent Excel and Power Point skills and
strong command on MS office applications
Should be very comfortable working with
vlookup, pivot tables and understand the concept of correlation
Ability to analyse and present data and
trends
Excellent written and verbal communication
skills
Basic Amadeus knowledge – at least making and
reading a PNR
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