Executive Customer Relations (ECR) team manages IN trans related escalations for rescue, root causing and medium/long term systemic changes. The team manages multiple programs such as INOPS VPI, ECR email escalations and customer rescue programs. The team liaises with stakeholders across the IN Network to develop proactive rescue mechanisms, solutions and systemic fixes around the opportunities identified through root cause analysis to improve customer experience.
Key job responsibilitiesRespond to inquiries from leaders, in addition to resolving contacts (received through escalation channels).Communicate effectively and professionally with CS and non-CS departments.Work on a detailed root cause analysis.Recognize systemic and quality concerns contributing to poor customer experiences and communicate to appropriate stakeholders.
A day in the lifeYou will address customer issues by rescuing the customer but also by identifying and measuring root cause of the customer’s experience failure and presenting your findings and recommendations to right stakeholders who can fix process or technology that caused customer defect.
BASIC QUALIFICATIONS
– 1+ years of customer service experience, or Bachelor’s degree in management, business administration, economics, engineering, marketing– Experience working with customers with a passion for delivering exceptional service, or experience that includes strong analytical skills, attention to detail, and effective communication abilities– Experience in English-language communication skills, both written and verbal– Work flexible shifts including nights, weekends, or holidays in a 24/7/365 environment– Can work proactively and independently, meet deadlines, and deliver on projects and tasks– Experience handling administrative details independently, while exercising good judgment in keeping team members adequately informed– Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience in managing and troubleshooting network and experience working with customers with a passion for delivering exceptional service
PREFERRED QUALIFICATIONS
– Experience handling confidential information and maintaining professionalism in dealing with senior executives, or experience completing complex tasks quickly with little to no guidance and react with appropriate urgency to situations that require a quick turnaround– Knowledge of Microsoft Office Suite (Excel, Word, SharePoint, and PowerPoint)– Prior experience in Customer Service
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