Company Name: Spicejet
Job Role: Executive / Sr Executive
Experience: 0 – 4 Years
Qualification: Any Graduate
Job Type: Full Time
Job Location: Gurugram, Delhi / NCR
Salary: Best in Industry
Job Description:
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- Ensure drafting, implementation and execution of CE departments internal guidelines, SOP, TAT, and quality policies.
- Drive the team to conduct root cause analysis of complaints and arrive at an optimal resolution
- Liaise with all concerned departments to support the design and/or implementation and share customer feedback/data analysis of customer complaints/Feedback.
- Lead the exercise to benchmarking of industry practices, trends, and insights
- Liaise with various concerned departments for complaint investigation and redressal.
- Support internal service delivery audit program.
- Ensure quality of emails, social media responses, accurate resolution of issues, Response TAT and maintenance of other SLAs
- Work towards improving processes and infuse technology adoption for higher effectiveness and productivity.
- Work effectively with Regulatory bodies to resolve customer issues.
- Liaise with other internal departments to manage escalations timely and effectively, including the management of resolutions within TAT. Investigate cases alongside various teams to take appropriate decisions
- Support the HR department in their efforts to conduct disciplinary inquiries, recruitment and on boarding of employees
- Contribute to and share feedback with relevant departments regarding new process/policies impacting customers.
- On board and train employees as per requirement. Oversee the buddy system to ensure adequate on the job training.
- Systematically allocate tasks, review performances (as per SpiceJets performance management policies). Nurture and develop talent by enabling team leaders/ members to focus on updating skills and technical know-how
- Build a culture of open communication, engagement and create an energized workplace
- Coach and develop Team Leaders on performance management, continuous learning through buddy system, handle discipline issues.
Required Skills : The ideal candidate should possess:
- Excellent communication skills (verbal & written).
- Good working knowledge of Ms. Office (excel, PowerPoint, word)
- Strong decision making and problem solving ability.
- Ability to work under pressure.
- Qualities of being -Organized, Disciplined and Result Oriented.
- Courtesy and professionalism to resolve customer issues
- Ability to bring about improvement in processes and procedures.
Walk-in Details:
Walk-in Date: 15th April 2025
Time: 10.00 AM – 12.00 AM
Venue Details:
SpiceJet Ltd,
Building No. 321,
Udyog Vihar Phase 4,
Gurugram -122016.
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