Key Responsibilities
1. Escalation Handling & Service Recovery
- Lead the end-to-end management of critical customer escalations received via email, social media, contact centers, airport teams, DGCA/Consumer forums, and other channels.
- Prioritize cases based on severity, customer impact, compliance requirements, and safety implications.
- Implement effective service recovery measures and communicate empathetically and professionally with customers.
2. Cross-Functional Coordination
- Collaborate with Operations, Airport Services, Inflight Services, Engineering, Baggage Services, Network Planning, and Revenue teams for root-cause investigations.
- Coordinate with Legal & Compliance teams on DGCA-related grievances and regulatory cases.
- Work closely with the airline's social media and customer support teams to ensure consistent communication.
3. Root Cause Analysis & Continuous Improvement
- Conduct systematic root-cause analysis (RCA) for major incidents, delays, cancellations, baggage escalations, and service failures.
- Identify recurring issues and recommend process enhancements to reduce escalations.
- Present monthly metrics, trends, and improvement plans to leadership.
4. Quality Assurance & Performance Metrics
- Develop and track KPIs such as escalation turnaround time (TAT), first-contact resolution, recurrence reduction, and customer satisfaction (CSAT/NPS).
- Ensure adherence to internal and regulatory standards (DGCA CAR norms, service-level mandates, etc.).
- Audit responses for quality, tone, accuracy, and compliance.
5. Stakeholder & Crisis Management
- Act as the escalation point during major flight delays, disruptions, and crisis situations.
- Support the airline's Crisis Communication Team during irregular operations (IROPs).
- Ensure transparent and timely communication with passengers and stakeholders.
6. Team Leadership (if applicable)
- Supervise and mentor the Escalation Desk / Customer Relations team.
- Provide training on escalation handling, communication etiquette, and aviation regulatory guidelines.
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