Customer Service Escalation Associate

2 months ago

Gurgaon, India Air India Full time

Job Tile

Subject Matter Expert
- Loyalty CS Team

Reporting to

Lead-Customer Service Loyalty

Location

Air India Headquarters Gurugram, Mumbai, Bangalore

Air India's loyalty program is undergoing a transformation. As Air India evolves into a global competitor, we are seeking a Subject Matter Expert for our CS team.

**Key Accountabilities
- Product/Service Knowledge: Develop a deep understanding of the loyalty products, services, and processes, including features, functionalities, and troubleshooting techniques.
- Escalation Point: Act as an escalation point for complex or difficult customer issues that frontline agents are unable to resolve. Analyze and troubleshoot complex customer problems and provide appropriate solutions or recommendations.
- Responding to Customer Inquiries: Answering incoming calls from customers, listening to their questions or concerns, and providing accurate and timely information and assistance.
- Training and Mentoring: Provide training and guidance to new and existing call center agents, ensuring they have the necessary knowledge and skills to effectively handle customer inquiries and issues.
- Process Improvement: Identify opportunities for process improvement within the call center, including call handling procedures, workflows, and knowledge management systems. Collaborate with management and cross-functional teams to implement changes that enhance overall efficiency and customer satisfaction.
- Quality Assurance: Participate in quality assurance initiatives, including call monitoring and evaluation, to ensure that call center agents are providing accurate and high-quality customer service. Provide feedback and coaching to agents to help them improve their performance.
- Documentation and Knowledge Management: Contribute to the creation and maintenance of knowledge bases, FAQs, and standard operating procedures (SOPs) to ensure accurate and up-to-date information is available to call center agents.
- Stakeholder Collaboration: Collaborate with internal stakeholders, such as product managers, technical support teams, and training departments, to stay updated on product/service changes and enhancements. Act as a liaison between call center agents and other departments, facilitating effective communication and problem resolution.
- Reporting and Analytics: Collect and analyze data related to call center performance, customer inquiries, and agent productivity. Generate reports and provide insights to management on trends, issues, and areas for improvement.

**Experience and Qualifications
- Graduation in any stream
- Prior experience working in a call center environment, preferably in a customer support or technical support role, to understand the dynamics and challenges of the job.
- Experience in training, mentoring, or coaching call center agents, including the ability to develop training materials and deliver effective training sessions.
- Experience in loyalty, airline, telco or banking industry is preferred.

**Competencies & Attributes
**- Excellent verbal and written communication skills to effectively convey complex information to individuals. The ability to explain concepts clearly and provide instructions and guidance to call center agents.
- Strong analytical skills to identify patterns, trends, and root causes of customer issues. The ability to think critically and propose effective solutions.
- Strong attention to detail to ensure accuracy and consistency in documentation, training materials, and reports.
- A genuine desire to help and support customers, with a friendly and patient demeanor.
- Ability to adapt quickly to changes in processes, technologies, and customer needs.
- Strong leadership skills with the ability to collaborate and work effectively with cross-functional teams and stakeholders at various levels of the organization.
- Data-driven thinking and an affinity for numbers.
- Willingness, confidence, and ability to take initiative.
- Ability to work well under pressure and produce desired results to strict deadlines.
- Strong work ethic, detail oriented and process driven.

  • Traveler Service Associate, Escalations

    2 months ago

    Gurgaon, Gurugram, Haryana, India Expedia Group Full time

    **Traveler Service Associate, Escalations** Traveler Service Escalations Team is responsible for handling all of Expedia’s high priority services routed via Omnichannel. We enable each of our customer transactions to flow seamlessly from the click of a button on one of our brand sites through to our general ledger system and into the P&L. By bringing...

  • Customer Service Associate Ii

    6 days ago

    Gurgaon, India FIS Global Full time

    **Position Type**: Full time **Type Of Hire**: Experienced (relevant combo of work and education) **Education Desired**: General Equivalency Diploma **Travel Percentage**: 0% GENERAL DUTIES & RESPONSIBILITIES - Processes a high volume of consumer inquiries of FIS products and services and resolves a targeted percentage of those inquiries. - Troubleshoots...

  • Customer Service Associate Ii

    2 months ago

    Gurgaon, India Humanity Full time

    Company Description Jobs for Humanity is dedicated to building an inclusive and just employment ecosystem. Therefore, we have dedicated this job posting to individuals coming from the following communities: Refugee, Neurodivergent, Single Parent, Blind or Low Vision, Ethnic Minority, and the Previously Incarcerated. If you identify with any of the following...

  • Customer Service Associate Ii

    2 days ago

    Gurgaon, India Humanity Full time

    Company Description Jobs for Humanity is dedicated to building an inclusive and just employment ecosystem. Therefore, we have dedicated this job posting to individuals coming from the following communities: Refugee, Neurodivergent, Single Parent, Blind or Low Vision, Ethnic Minority, and the Previously Incarcerated. If you identify with any of the following...

  • Inp - Customer Service Associate Ii-consumer

    3 hours ago

    Gurgaon, India Jobs for Humanity Full time

    Company Description Jobs for Humanity is dedicated to building an inclusive and just employment ecosystem. Therefore, we have dedicated this job posting to individuals coming from the following communities: Refugee, Neurodivergent, Single Parent, Blind or Low Vision, Deaf or hard of hearding, Black, Hispanic, Asian, Military Veterans, the Elderly, the...

  • Csa (Customer Service Associate)

    1 month ago

    Gurgaon District, Haryana, India SalaryBox Full time

    An outstanding customer support executive should possess a proven track record of successful customer service and management skills. **Responsibilities**: - Attending training sessions to grow knowledge of products and to develop customer service skills. - Resolving customer inquiries. - Identifying customer needs. - Forwarding and escalating inquiries to...

  • Inp - Customer Service Associate Ii-consumer

    1 month ago

    Gurgaon, India Jobs for Humanity Full time

    Company Description Jobs for Humanity is dedicated to building an inclusive and just employment ecosystem. Therefore, we have dedicated this job posting to individuals coming from the following communities: Refugee, Neurodivergent, Single Parent, Blind or Low Vision, Deaf or hard of hearding, Black, Hispanic, Asian, Military Veterans, the Elderly, the...

  • Customer Service Associate

    7 days ago

    Gurgaon, India The Luxury Closet Full time

    **About us** The Luxury Closet is a company born in Dubai, the heart of luxury in the Arabian Peninsula, where we are redefining the world of luxury. We seek to challenge the norms and build a sustainable company that is loved and admired, and inspires the modern-day luxury consumer. Our aim is to unlock and curate the most valuable and exclusive closets...

  • Customer Service Associate

    6 days ago

    Gurgaon, India Uncle Delivery Express Full time

    If you join this team, you will: - Provide on call support for drivers and users - handle escalations related to order placement. - Ensure calls are handled as per SOP within the designated talk time. - Should be comfortable in dealing with drivers and always display a professional attitude on a call. We would love to see you on-board if: - Should have a...

  • Customer Service Associate

    2 hours ago

    Gurgaon, India Uncle Delivery Express Full time

    If you join this team, you will: - Provide on call support for drivers and users - handle escalations related to order placement - Ensure calls are handled as per SOP within the designated talk time - Should be comfortable in dealing with drivers and always display a professional attitude on a call. We would love to see you on-board if: - Should have...

  • InP - Customer Service Associate II-Consumer

    2 weeks ago

    Gurgaon, Haryana, India FIS Global Full time

    Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : General Equivalency Diploma Travel Percentage : 0%GENERAL DUTIES & RESPONSIBILITIES• Provides customer support by phone, email or instant message to consumers. Serves as primary contact for inbound customer issues. Escalates more technical...

  • InP - Customer Service Associate II-Consumer

    1 week ago

    Gurgaon, Haryana, India FIS Global Full time

    Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : General Equivalency Diploma Travel Percentage : 0%GENERAL DUTIES & RESPONSIBILITIES• Provides customer support by phone, email or instant message to consumers. Serves as primary contact for inbound customer issues. Escalates more technical...

  • Customer Support Associate

    2 months ago

    Gurgaon, India OneKEE Full time

    **JOB SUMMARY / OVERVIEW**: A Customer Service Associate is a critical part of our mission to deliver timely, accurate, and professional customer service to all customers. This vital position requires an action-oriented, flexible problem-solver who will assist customers. **KEY RESPONSIBILITIES AND ACCOUNTABILITIES**: - Excellent customer service skills,...

  • Customer Service Associate Ii

    2 months ago

    Gurgaon District, Haryana, India Jobs for Humanity Full time

    Company Description Jobs for Humanity is dedicated to building an inclusive and just employment ecosystem. Therefore, we have dedicated this job posting to individuals coming from the following communities: Refugee, Neurodivergent, Single Parent, Blind or Low Vision, Deaf of Hard of Hearing Black, Hispanic, Asian, Military Veterans, the Elderly, the LGBTQ,...

  • Customer Service Associate Ii

    3 days ago

    Gurgaon District, Haryana, India Jobs for Humanity Full time

    Company Description Jobs for Humanity is dedicated to building an inclusive and just employment ecosystem. Therefore, we have dedicated this job posting to individuals coming from the following communities: Refugee, Neurodivergent, Single Parent, Blind or Low Vision, Deaf of Hard of Hearing Black, Hispanic, Asian, Military Veterans, the Elderly, the LGBTQ,...

  • Customer Success Associate

    2 months ago

    Gurgaon, India Rackspace Full time

    **JOB DESCRIPTION**: *** - Provides support to the Service Delivery Managers in our largest customer base ensuring fast and efficient response and resolution of customer requests. Working alongside teams of Service Delivery Managers the Service Delivery Associate proactively manage inbound customer requests and ensure that these are seen through to full...

  • Customer Service Associate

    2 months ago

    Gurgaon, India Air India Full time

    **Job Title**: **Subject Matter Expert - Loyalty CS Team** **Reporting to**: **Lead - Customer Service - Loyalty** **Location**: **Air India Headquarters, Gurugram, Delhi-NCR, Mumbai, Bangalore** Air India's loyalty program is undergoing a transformation. As Air India evolves into a global competitor, we are seeking a Subject Matter Expert for our CS...

  • Customer Service Associate

    1 month ago

    Gurgaon, India Fastlane India Full time

    **Customer Service Associate at Fastlane India** **Location **: Gurgaon **Salary **: INR 3.5 LPA to INR 4.5 LPA Per year **Experience **: 1 to 3 years **Skills Required**: Customer Service,Customer Relations,Client Interaction - Ability to handle clients. - An experience in the Automotive or Insurance Industry is preferable. - Familiarity with Zoho CRM...

  • Customer Service Associate

    3 days ago

    Gurgaon, India MVS Recruitments Full time

    Need a Customer Service Associate Location - Gurgaon sec-59 Experience - minimum 6 Months. Salary - 25 to 30k Working Days - 5 Days ( Saturday work from home ) Qualification - Any Graduate Plz contact at 8851203890 And WhatsApp at 8851203890. **Job Type**: Regular / Permanent **Salary**: ₹25,000.00 - ₹30,000.00 per month **Benefits**: - Cell...

  • Traveler Service Associate, Escalations

    1 month ago

    Gurgaon, Gurugram, Haryana, India Expedia Group Full time

    Traveler Service Escalations Team is responsible for handling all of Expedia’s high priority services routed via Omnichannel. We enable each of our customer transactions to flow seamlessly from the click of a button on one of our brand sites through to our general ledger system and into the P&L. By bringing together product, technology and operations, we...