Description:

Role Name: Manager Customer Happiness Operations.

Position Title: Manager Customer Happiness Operations.

Function: Commercial.

Location: Gurugram.

Reports to: Head Customer Happiness.

Role Level: TBD.

Job Purpose:

Responsible for overseeing and optimizing the operational aspects of customer service for the airline. Responsible for ensuring efficient and effective customer interactions, managing a team, and implementing strategies to enhance overall customer satisfaction.

Key Accountabilities:

Customer Happiness Operations:

- Develop and implement efficient customer service processes to ensure timely and accurate resolution of customer queries and issues.

- Monitor and analyse operational metrics to identify areas for improvement and implement strategies for enhancement.

- Establish and maintain quality standards for customer interactions.

- Conduct regular audits to ensure adherence to quality benchmarks and provide feedback for continuous improvement.

- Collaborate with cross-functional teams to identify opportunities for improving the overall customer experience.

- Implement initiatives to proactively address customer needs and preferences.

- Utilize data and analytics to identify trends, customer behaviour patterns, and areas for improvement.

- Provide actionable insights to the Head Customer Happiness for strategic decision-making.

- Utilize data and analytics to identify trends, customer behaviour patterns, and areas for improvement.

- Provide actionable insights to the Head Customer Happiness for strategic decision-making.

- Ensure compliance with industry regulations and company policies in all customer service operations.

- Stay updated on industry best practices and recommend improvements accordingly.

Team Management:

- Supervise and lead a team of customer service representatives.

- Conduct regular team meetings, provide guidance, and foster a positive and collaborative work environment.

- Implement training programs to enhance team skills and knowledge.

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.

Skills Required for the role:

- Problem Solving abilities.

- Strategic Outlook.

- Strong Interpersonal Skills.

- Coordination & Planning Skills.

- Customer Centricity.

- Stakeholder Management.

- Team Building Skills.

Educational and Experience Requirements:

Minimum Education Requirement: Bachelors/Masters/MBA degree in Business, Hospitality, or a related field.

Minimum Requirement: Desired.

Experience:

- 6-8 years of relevant experience in customer service management within the airline industry.

- Experience with airline industry regulations and standards.