Job Description

Our client operates in the exciting and fast-growing domain of loyalty and customer engagement. We are an end-to-end loyalty marketing company that runs its own loyalty programs in partnership with large companies (such as banks, conglomerates, etc.). We are a funded company started by veterans in the Indian Industry. We own a SaaS cloud-based loyalty and travel platform - AI Loyalty that we use for enabling and running our loyalty programs and travel bookings

We are looking candidates who are driven and innovative and who will be excited to join a company, which is creating a new paradigm in the space of loyalty and customer engagement for the coming decades, at an early stage of its evolution.

Job title - AVP Contact Centre (Travel, Airline, Hospitality)

Job purpose:

The purpose of this job is to ensure that the service provided to customers sets a new benchmark in customer service and support. The individual will act as a bridge between , its clients, customers of clients and the contact centre service provider. The job is to ensure that the customer support rendered to customers consuming the company\'s products & services are top notch to ensure loyalty and repeat transactions

Job Summary:

Provide support to all customers who transact on the platforms and ensure that their queries/ complaints are resolved satisfactorily. The individual will be responsible for delivering a seamless experience for the customer when it comes to a contact centre/ customer support interaction and always make them feel that this is a company which cares for its customers.

The individual will also assist the company to manage third party contact centre service provider including defining and implementing SLAs, coordinating training and quality monitoring, optimisation of resources. The role holder should have awareness about various CRM systems and software and should be able to intelligently decide with identified service providers the best solutions to be deployed for the specific use cases.

We are looking for someone who has managed a call centre workforce including voice, email, social media, someone who has worked in a B2B2C environment, having demonstrated strong delivery capabilities in a customer servicing role. The role envisages coordination with multiple stakeholders within the company to deliver client SLAs and be the customer evangelist within the company, to build, optimise, customise workflows and customer journeys.

The role is expected to analyse complaint and escalation patterns and bring in interventions to address root causes and optimise the workflows to improve customer experience.

Key responsibilities:

• Taking ownership of customers issues and following problems through to resolution

• Setting a clear mission for service delivery and deploying strategies focused towards that mission

• Responsible for managing own/ 3rd party contact centre services providing voice, e-mail, mobile assist, SM support for all products and services provided to the customers of its clients/ partners

• Responsible for delivering client SLAs.

• Develop service processes, policies and standards

• Achieve qualitative and quantitative targets

• Train, mentor and develop customer support staff to be always motivated to deliver the best

• Identify and escalate potential trouble spots for early resolution

• Coordinate with the back end team for relevant data access to the customer service staff and monitor completeness and ease of access

• Create and share MIS on daily calls, drop offs, open queries, % resolution etc. to all concerned and constantly work to improve these metrics

• Proven working experience as a Customer Service Manager or a customer interfacing manager in a travel/airline/hospitality company

• Experience in providing customer service support

• Team management experience with right levels of goal orientation, empathy and process orientation

• Working knowledge of customer service software, databases and tools

• Awareness of industry\'s latest technology trends and applications

• Ability to train, develop and motivate team members

• Strong client-facing and communication skills

• Advanced troubleshooting and multi-tasking skills

• Customer service orientation

• Ability to troubleshoot and think on the feet to address escalations and service failure issues

• Good negotiation skills

• Excellent written and verbal communication skills is a must

• Good understanding of digital marketing disciplines

• Over 8 years of experience as a Team Leader or above in a contact centre organisation

• Graduate/ Post Graduate in any discipline

• Minimum 10 years of experience, preferably from B2C

• Mumbai

• Position type: This is a full-time position. Role holder is expected to complete work within targeted timelines

• Travel: As per job & client requirement.

Antal International