Job Description

Department: CRM
Experience: 8+ Years
Job Type: Full Time

Position Overview

Areas of Responsibility: Define specific, permanent areas that requires the role holder to be responsible for taking decisions, delivering results or carrying out a significant amount of activity

Team Leadership:

  • Lead and inspire a team of customer delight representatives to deliver outstanding service.
  • Provide guidance, support, and mentorship to team members, fostering a culture of excellence and continuous improvement.
  • Set clear goals and objectives for the team, monitoring performance and providing feedback for improvement.
  1. Customer Experience Enhancement:
    • Develop strategies to enhance the overall customer experience and exceed client expectations.
    • Identify opportunities to add the “wow factor” in every interaction, whether through personalized communication, thoughtful gestures, or innovative solutions.
    • Responsible for managing existing customer walk-ins in customer lounge.
    • Collaborate with other departments to streamline processes and ensure a seamless customer journey from initial inquiry to post-purchase support.
    • Responsible for successful events under loyalty programme for existing customers-Post Sales
  2. Relationship Management:
    • Build and maintain strong relationships with clients, understanding their needs and preferences to tailor services accordingly, understanding customer profiling.
    • Anticipate potential issues or concerns and proactively address them to prevent escalations.
    • Act as a primary point of contact for escalated customer inquiries, resolving issues promptly and effectively.
  3. Training and Development:
    • Conduct regular training sessions to equip team members with the necessary skills and knowledge to deliver exceptional customer service.
    • Stay updated on industry trends and best practices, incorporating relevant insights into training programs.
    • Encourage professional growth and development among team members, identifying opportunities for skill enhancement.
  4. Performance Analysis and Reporting:
    • Monitor key performance metrics related to customer satisfaction, response times, and resolution rates & social media testimonials.
    • Analyse data to identify trends, areas for improvement, and opportunities for innovation.
    • Prepare regular reports for management, highlighting achievements, challenges, and recommendations for improvement.

Key Responsibilities

Job Requirements: State threshold proficiency/education, qualifications, training and experience necessary to enable and perform the job fully and effectively. (This might not necessarily be the same as the current job holder)
Academic Qualification Bachelor’s degree in business administration, marketing, or a related field (preferred)
Relevant Experience Proven experience (8+ Years) into customer centric/ customer facing roles.(Preferably from Aviation /Hospitality industry)
Technical Skills MIS Reporting, PowerPoint
  • Excellent communication and interpersonal skills, with the ability to build rapport and resolve conflicts effectively. 
  • Strong leadership abilities, with a focus on team building, coaching, and performance management.
  • Analytical mind set, with the ability to interpret data and drive insights to improve processes and outcomes.
  • Passion for delivering exceptional customer experiences and a commitment to exceeding client expectations.

Desired Skillset

Operating Network: Provide the key working relationships/routine contacts the job holder needs to have INSIDE and OUTSIDE the organization to accomplish job and the reason for these interactions
Internal External Nature/ purpose of interaction
@2024 M3M, All rights reserved.
@2024 M3M, All rights reserved.
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