Job Description

Organization Context
Position Title:
Associate Manager -Escalations Management
Function:
CX
Location:
Gurgugram
Reports To:
Lead-Priority Help Desk
Role Level:
CXO-3
A. Job Purpose
The Specialist- Escalations Management plays a crucial role in ensuring the end-to-end resolution process for priority passengers and escalations from top leadership. This position is responsible for coordinating with various stakeholders to address customer grievances promptly, thus maintaining and enhancing customer satisfaction and confidence in the brand.
B. Key Accountabilities
Coordinate with stakeholders: Effective resolution of customer grievances often requires collaboration with stakeholders across the organization, including departments such as customer service, operations, and legal. The associate plays a crucial role in coordinating these efforts to expedite the resolution process and ensure a satisfactory outcome for the customer.
Handle escalations from top leadership: The associate must address these escalations promptly, ensuring that issues are resolved to the satisfaction of all parties involved while maintaining the organization's reputation and integrity.
Ensure timely and satisfactory resolution: The associate is accountable for ensuring that customer issues are resolved in a timely manner and to the highest possible standard of satisfaction. This involves monitoring the progress of cases, identifying obstacles to resolution, and taking proactive measures to address any issues that may arise, all while prioritizing the customer's needs and expectations.
Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.
C. Skills Required for the role
Strong Interpersonal skills
Analytical mindset
Strong Problem Solving Abilities
Innovative & Creative
Strong Team management skills
Stakeholder Management skills
Customer centricity
Strong People skills
D. Key Performance Indicators
Grievance Resolution Performance
Customer Satisfaction Scores (CSAT) for grievance resolution.
Resolution time for priority passenger issues and leadership escalations.
Reduction in the number of unresolved customer grievances.
Stakeholder Feedback and Process Improvement
Feedback from stakeholders regarding the effectiveness of grievance resolution processes.
E. Key Interfaces
Internal Interfaces
Cross Function teams
Collaborate with cross functional managers to facilitate quick resolution for high profile and escalated customer issues
F. Educational and Experience Requirements
Minimum Education requirements
Bachelors/BBA/BMS degree preferably specialization in communications
Experience
Minimum
Desired
4-6 years of experience in contact center/priority helpdesk management
6+ years of experience in similar role