Customer Service Escalation Associate

1 month ago

Mumbai, India Air India Full time

Job Title

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.

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