Job Overview

The Customer Relations team handles customer’s queries, feedbacks and complaints. The role entails receiving customer’s email/ social media posts and resolving the customer’s issue appropriately and driving the team key deliverables. This may involve investigation from other departments and inter departmental coordination, team management, tracking and driving process level and agent level performance across all key metrics. The holder of this position needs to apply customer centric approach with the product and process knowledge to resolve the customer’s issue within the stipulated timelines. The average first response time and time taken to resolve the cases are the key performance metrics along with qualitative aspect. He/ She is expected to have good English writing and comprehension skills.

Key Responsibilities

• Handling customer relation emails for resolving disputes
• Managing Social Media brand handles for responding to customer queries and issues
• Coordinating with inter departments for investigation and information
• Maintaining MIS for the cases resolved
• Calling the customer to maintain Turnaround time
• Managing agent level performance, roster, supporting and guiding agents for responses, maintaining response repository and actively engaging in additional process improvement projects and initiatives

Skills / Attributes

• Excellent Written and Verbal Communication Skills
• Knowledge of Aviation
• Familiar with social media platforms- Facebook, Twitter, Instagram, etca

Work Experience

• Minimum 4-7 years of work experience

Qualification

• Graduate from a recognized university

Eligibility

• Must be at a level of Asst. Manager (1C) or one level lower than the position
• Minimum tenure in the current role and level – 18 Months as on date of release of IJP and must have attained minimum performance rating of GP3 in the last appraisal
• Must be “confirmed’’ in service

Location

Gurgaon

Note

All Vistara employees are required to be fully vaccinated against COVID-19.