Lead - Customer Happiness Operations

Description: 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:

Customer Operations Management:

- 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.

Customer Experience Enhancement:

- 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.

Team Leadership:

- 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:

- Strategic thinking.

- Excellent interpersonal and communication skills.

- Planning and coordination skills.

- Customer-first mindset.

- Stakeholder management.

- Team leadership and coaching skills.

Education & Experience:

Education:

- Experience in the airline industry (preferred).

- Knowledge of customer service regulations and industry standards.

Key Performance Indicators (KPIs):

- First Contact Resolution (FCR).

- Quality Assurance scores.

- Operational efficiency.

- Escalation rate.