Job Description

Lead, Customer Happiness Operations
Location: Gurugram Job Overview
The Lead Customer Happiness Operations is responsible for managing and improving day-to-day customer service operations. The role focuses on ensuring smooth customer interactions, driving service quality, managing the customer service team, and implementing strategies to enhance overall customer satisfaction. Key Responsibilities 1. Customer Operations Management
Ensure timely and accurate resolution of customer queries and complaints.
Develop and maintain efficient customer service processes.
Monitor operational metrics to identify gaps and improvement opportunities.
Ensure compliance with company policies and industry regulations.
Conduct regular process audits and maintain quality standards. 2. Customer Experience Enhancement
Use data and analytics to track customer trends and behaviour.
Identify areas where customer experience can be improved.
Provide insights and recommendations to support strategic decisions.
Work with cross-functional teams to address customer needs proactively. 3. Team Leadership
Lead and supervise customer service team members.
Conduct team meetings, provide guidance, and support team development.
Implement training programs to enhance skills and service quality.
Foster a positive and collaborative work environment. Skills Required
Strong problem-solving ability
Strategic thinking
Excellent interpersonal and communication skills
Planning and coordination skills
Customer-first mindset
Stakeholder management
Team leadership and coaching skills Education & Experience
Education:
Bachelor's or Master's degree (preferably in Business, Hospitality, or related fields)
Experience:
6 8 years of experience in customer service management
Experience in the airline industry (preferred)
Knowledge of customer service regulations and industry standards Key Performance Indicators (KPIs)
Customer Satisfaction (CSAT)
First Contact Resolution (FCR)
Quality Assurance scores
Operational efficiency
Escalation rate
Note* Aviation Indeed does not charge any fees for interviews or recruitment from candidates. Report any fraudulent incident to info@aviationindeed.com.

Skills Required