Asst. Manager - Service Excellence

Date: 21-Jan-2021

Location: IN

Company: TATA SIA Airlines Limited

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

Work Experience

  • Minimum 2 - 4 years’ experience in customer service / customer excellence roles

Qualification

  • Graduate from a recognized university

Location

Gurgaon