Sr. Manager - Customer Relations

Job Overview

This position serves as the champion of Vistara’s ‘customer focus’ initiatives, overseeing the end-to-end customer journey experience while ensuring that activities performed by all functions are aligned to the common strategic focus of providing excellent service that is personalized, seamless and intuitively thoughtful.

Key Responsibilities

• Managing a team of executives handling customer interactions over email and social media, to ensure they are motivated and deliver desired productivity
• Handle all the escalations getting reported at Nodal , Appellate, Air Sewa and DGCA.
• Designing and publishing dashboards measuring team productivity and quality quick resolution to meet the KPIs set as per the organizational goals
• Coordinating with departments for investigation and expeditious resolution
• Analyzing customer feedback from all channels to churn useful insights/ customer VOC. Preparing detailed presentation for the Top Management and Department Heads, summarizing the key takeaways and recommendations
• Working closely with all departments to discuss VOC, identify the “Opportunities for Improvement” and design suitable action plan
• Managing all IT projects/ service automation, and other related systems vendors to deliver enhanced and customer centric solutions and processes
• Continuously reviewing and drafting content for social media/email responses based on customer scenarios and in line with brand tonality

Skills & Attributes

• High attention to detail with customer focus
• Ability to manage multiple projects and deadlines
• Team management and effective utilization of resources
• Excellent Excel & presentation skills
• Familiar with social media platforms- Facebook, Twitter, Instagram etc
• Knowledge of aviation (good to have)

Work Experience

• Travel industry background, with experience in handling customer complaints. Working as Manager or above for at least one year in the current role
• Aviation, hospitality, media, communications.
• 10 Years +

Qualification

• Postgraduate

Location

Gurgaon

Note

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