Customer Resolution Leader

3 days ago

Vadodara, Gujarat, India beBeeCustomerCentric Full time ₹ 40,00,000 - ₹ 75,00,000
Key Responsibilities:

The Senior Manager - Priority Helpdesk is accountable for effectively resolving escalations reaching top leadership and customer grievances, maintaining customer satisfaction and confidence in the brand.

  • Coordinate with various stakeholders to address customer concerns promptly, upholding high standards of service.
  • Drive end-to-end customer resolution for priority passengers and top leadership escalations, ensuring prompt and effective resolution.

About the Role:

This position involves leading the grievance team to resolve customer concerns efficiently, reinstating confidence in the brand. Ensuring team members are equipped with necessary skills and resources to handle complaints effectively is also a key responsibility.

Benefits:

The successful candidate will enjoy a range of benefits including:

  • Foster a culture of continuous improvement and professional development within the team.
  • Work closely with the Tata Group's customer centricity team on priority helpdesk issues, ensuring swift resolution of escalated cases.
  • Address concerns effectively while maintaining positive relationships with key stakeholders at the highest levels.
  • Facilitate the flow of customer feedback to aid in process improvements and mitigate recurrent issues.

Required Skills and Qualifications:

To be successful in this role, you will need:

  • Leadership and problem-solving skills
  • Strong communication and interpersonal skills
  • Able to work under pressure and meet deadlines
  • Ability to analyze complex problems and develop effective solutions

Additional Information:

Engage with top leadership to report on escalation status, provide updates on resolution progress, and highlight trends or recurring issues. Ensure compliance with organizational policies and standards in all customer resolution activities.

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