Associate – Escalations Management plays a pivotal role in driving resolution excellence for priority passengers and escalations raised by top leadership. This position is responsible for managing the end-to-end grievance redressal process, ensuring timely and empathetic responses that reflect the brand’s commitment to customer care.
Key Accountabilities
Stakeholder Coordination: Collaborates across departments—such as Customer Service, Operations, and Legal—to drive swift and effective resolution of customer grievances, ensuring seamless communication and alignment.
Leadership Escalation Handling: Manages high-priority escalations raised by top leadership with urgency and discretion, ensuring resolution meets expectations while upholding organizational integrity.
Timely & High-Quality Resolution: Owns the end-to-end resolution process, proactively tracking case progress, removing roadblocks, and ensuring outcomes that reflect the highest standards of customer satisfaction.
Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.
Skills Required for the role
Strong Interpersonal skills
Strong Problem-Solving Abilities
Stakeholder Management skills
Customer centricity
Key Performance Indicators
Grievance Resolution Performance
Customer Satisfaction Scores (CSAT) for grievance resolution.
Resolution time for priority passenger issues and leadership escalations.
Reduction in the number of unresolved customer grievances.
Stakeholder Feedback and Process Improvement
Feedback from stakeholders regarding the effectiveness of grievance resolution processes.
Key Interfaces
Internal Interfaces
Cross Function teams
Collaborate with cross functional managers to facilitate quick resolution for high profile and escalated customer issues
Educational and Experience Requirements
Minimum Education requirements
Bachelors/BBA/BMS degree preferably specialization in communications
Experience
Minimum
Desired
2-4 years of experience in contact center/priority helpdesk management
Organization Context