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11/02 Ruchi Shah
Senior Human Resource Specialist at Intermiles

Views:260 Applications:66 Rec. Actions:Recruiter Actions:3

InterMiles - Manager - Service Delivery - Customer Service Domain (4-5 yrs)

Mumbai Job Code: 796301

Key Areas of Responsibility:

- Responsible for member experience during customer lifecycle - Drive customer retention, reduce need for repetitive contacts irrespective of the channel of communication, and increase customer satisfaction

- Deploy customer experience solutions based on industry best practices and leverage tools and technologies to drive productivity gains

- Customer journey mapping and rigorous review to identify opportunities to proactively intervene / influence changes required to improve the experience

- Collaborate with a wide spectrum of teams ranging from Business, Marketing, Technology, Product, to design and lead key multiple tactical - run projects positively influencing the experience.

- Develop listening points in the customer journey, define segmentation of customer base and identify opportunities for continuous improvement

- Drive consistent and ever-improving performance with respect to all key Customer Service metrics such as Service levels / FTR% / CSAT / DSAT / Escalations / Abandon% / NPS CS Detractor % / CES etc - Drive member engagement through availability and relevance of the medium of communication - Email, Calls, Chat, Social

- Review partner performance by way of daily / weekly connect calls/ monthly reviews to improve performance and quality.

- Serve as a point of contact for escalated contact resolution of a supervisory nature or complex problems. - Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies, and procedures.

Desired Candidate:

- Graduate degree in any discipline

- Experience in Travel / E-commerce / OTA space with 4- 5 years in the Customer Service domain.

Women-friendly workplace:

Maternity and Paternity Benefits

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