Senior Manager - Customer Experience

Job Description

Managing the escalation team of customer experience email process and leading a team of Sr. Executives/Executives and Assistant Manager(s) and reporting to the Director of Customer Experience.

This person would be required to work in different shifts and rotational weekly offs. He would need to lead by example by managing all escalation cases – speaking with at least 20 escalation customers each day.

Skillset Required

• Performance Management ensuring achievement of daily targets and adherence to Service Level Agreements (SLAs) specified.
• Strong people Management & presentation skills.
• Strong Intra-department relationship skills
• Assisting in preparing data weekly deck.
• Handling escalated, sensitive cases and amicably closing with the customer. (20 cases a day)
• Ensuring thorough knowledge of process-related details.
• Provide feedback and coaching for all team members as call and email quality/Process Updates/Organizational updates.
• Updating the team's statistical performance for the previous day/ week. Managing high aging cases
• Preparing development plans for every team member with a suitable action plan.
• The role involves extensive Outcall. The role involves taking customer calls and closing 15-20 customer complaints daily.
• Handling Leadership escalations
• Comfortable to work in shifts and weekends/holidays.
• Persuasion & Process-specific skills
• Resilience in handling difficult situations and demanding customers.
• The person should be both a team player and an individual performer to ensure escalations are managed seamlessly.
• Effective skills on Root cause analysis, correction planning and execution
  
  

MHB Process Expertise: Maintain a deep understanding of MHB processes, including baggage tracing, claims, and compensation procedures. Handle and oversee the resolution related to damaged baggage, ensuring appropriate compensation and customer satisfaction. Manage investigations and resolutions for cases involving missing baggage, including tracking and recovery efforts. Address and resolve cases of pilfered baggage, coordinating with relevant authorities and stakeholders to minimise such incidents.

Claim Processing: Oversee the process of baggage claims and ensure that claims are processed efficiently and fairly in accordance with company policies and regulations.

• Compensation Handling: Manage the compensation process for customers affected by baggage mishandling, including assessing eligibility, calculating compensation amounts, and ensuring timely issuance of processing amount to the customers. Working closely with other departments to implement changes and improvements based on customer feedback and trends related to mishandled baggage.
• Baggage Recovery: Develop strategies and procedures to maximize the recovery of mishandled baggage, including coordinating with different departments, airports, and other relevant stakeholders.
• Audit and Compliance: Ensure that all MHB-related activities and processes adhere to industry standards, regulations, and company policies.
  
  

Conduct internal audits to verify compliance.

World Tracer (WTW): If trained in World Tracer, utilize this expertise to enhance baggage tracing and resolution efficiency. (Optional)

• Airport Experience: Experience working at airports and managing MHB-related concerns in the arrival hall, providing valuable insights and expertise for efficient baggage claim and resolution
• Baggage Mishandling Experience: Prior experience in handling baggage mishandling cases, including damage, missing, and pilfered baggage, is a significant advantage.