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
Check advt at official site: https://careers.airvistara.com/job/Asst_-Manager-Service-Excellence/3523044/
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