Asst. Manager - Service Excellence

Date: 31-Aug-2022

Location: Gurgaon

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


  • Learn and train new joining members of the team on usage of Vistara systems, Vistara Customer relations work and SOPs if needed
  • 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 – ensure compliance in the Document Management System
  • 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
  • In-Flight Audits: Run a Cross Functional Rotating Audit team in-charge of taking flights like a customer and sharing the detailed observations with various departments
  • Email and Call Audits: Do sample audits for the Email responses, Social Media posts and Customer Service Calls to gauge the health of the process and share well-documented feedback with all the corresponding teams

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
  • Amadeus Reservation Knowledge will be a plus
  • Strong understanding of Vistara policies & procedures will be an added advantage

Work Experience

  • Minimum 1 - 4 years’ experience in customer service / customer excellence roles


  • Graduate from a recognized university




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