Sr. Executive – Customer Relations

December 31, 2021

Job Description

Job Overview

The Customer Relations team handles customers’ queries, feedbacks, and complaints. The role entails receiving customers’ email/ social media posts and resolving the customer’s issue appropriately. This may involve investigation from other departments and inter-departmental coordination. The holder of this position needs to apply a customer-centric approach with the product and process knowledge to resolve the customer’s issue within the stipulated timelines. The average first response time and time is taken to resolve the cases are the key performance metrics along with the qualitative aspects. He/ She is expected to have good English writing and comprehension skills.

Key Responsibilities

  • Handling customer relation emails for resolving disputes
  • Managing Social Media brand handles for responding to customer queries and issues
  • Coordinating with inter departments for investigation and information
  • Maintaining MIS for the cases resolved
  • Calling the customer to maintain Turn around time

Skills & Attributes

  • Excellent Written and Verbal Communication Skills
  • Knowledge of Aviation
  • Familiar with social media platforms- Facebook, Twitter, Instagram, etc

Work Experience

  • Minimum 1-4 years of work experience