Sr. Executive - Loyalty

Job Overview

The Club Vistara service delivery team handles member service requests, queries, feedback, and complaints. The role involves receiving member’s email/ social media posts/senior management escalations and resolving the member concerns within the agreed SLA's. This may involve investigation from other departments and inter-departmental coordination. The average first response time and time taken to resolve the cases are the key performance metrics along with the qualitative aspects. The team member will play an essential role in being the voice of members and assist in guiding program design and policies. 

Key Responsibilities

• Provide accurate information and services to a member’s using email and calls by managing and delegating daily volumes within teams to ensure daily BAU delivery is in line to KPI’s
• Responsible for consistent performance on SLA’s/ AHT/ FRT%/ Average Resolution time, CSAT and MIS reporting
• Identify trends and recommend improvements to workflows and business processes against insights on top issues, email drivers, aging on CRM with regards to Loyalty program and service requests
• Maintain a thorough understanding of program features, policy, and changes
• Able to mentor and guide on quality parameters by regular audits across various customer touchpoints
• Participate in customer engagement activities on an as-needed basis
• Conduct trainings for cross functional departments on product, periodically

Skills / Attributes

• Excellent verbal and written skills
• High attention to detail
• ARD/ DCS knowledge would be a plus
• Ability to work with cross functional teams to deliver and prioritize KPI’s
• Eagerness and willingness to learn
• Independent & self-motivated, team player

Work Experience

• Minimum 3-5 years of relevant work experience

Qualification

• Graduate from a recognized university

Location

Gurgaon

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