Customer Experience Lead

2 weeks ago

Varanasi, Uttar Pradesh, India beBeeExperience Full time ₹ 12,00,000 - ₹ 18,00,000

About the Role

The Customer Experience Lead is responsible for providing exceptional support to guests, ensuring their needs are met promptly and effectively. This position handles guest inquiries, provides information, and resolves issues to enhance the overall guest experience.

Main Responsibilities

  • Coordinate arrival and departure activities for VIPs, VVIPs, and CIPs to deliver an outstanding travel experience.
  • Ensure seamless movement and logistics, including transportation arrangements and security protocols.
  • Oversee guest movements through the airport, collaborating with internal teams for smooth operations and tracking guest preferences via management systems.
  • Provide directions, answer queries related to services and facilities, and offer expert advice on airport services, including transportation and customs procedures.
  • Participate in initiatives aimed at improving service delivery and customer relations at CSIA.
  • Manage guest-related incidents during crises by providing clear, calm information and directions to guests, following established protocols to ensure guest safety and escalating critical issues to supervisors promptly.
  • Manage the flow of passengers during peak times, special events, and interconnecting flights, ensuring that VIPs and CIPs experience minimal delays.
  • Coordinate with airport security and other departments to facilitate efficient and secure passenger movement.
  • Collect, analyze, and report guest feedback and service performance data, preparing detailed reports that highlight trends, areas for improvement, and key performance metrics.
  • Liaise with internal departments and external stakeholders to ensure cohesive and efficient service delivery.

Requirements and Qualifications

  • Demonstrated expertise in customer service and relations.
  • Excellent communication and problem-solving skills.
  • Able to work under pressure and maintain a high level of professionalism.
  • Ability to collaborate with cross-functional teams and build strong relationships.
  • Familiarity with airport operations and security protocols.

Benefits

  • Ongoing training and development opportunities.
  • Competitive salary and benefits package.
  • Opportunities for career advancement.

What We Offer

We provide a dynamic and supportive work environment that encourages growth and development. Our team members are passionate about delivering exceptional customer experiences and making a positive impact on our guests' lives.

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