Associate/ Sr. Associate- Email Service Delivery

Job Purpose

Responsible for responding to customer inquiries, addressing their concerns, and providing accurate information about our aviation services

Responsible for maintaining a positive customer experience and ensuring the company's reputation for exceptional service

Key Accountabilities

Functional Activities

Handle a wide range of customer inquiries, complaints, and requests received via email in a timely and professional manner

Respond to customer emails with accurate information, providing solutions to their inquiries, and helping as requiredIdentify and resolve customer issues, ensuring a high level of customer satisfaction and minimizing escalations

Maintain a comprehensive understanding of the company's aviation services, policies, and procedures to provide accurate and relevant information to customers

Ensure emails are written professionally and follow established email communication standards, including grammar, spelling, and toneAccurately record and maintain customer interactions and relevant information in the customer relationship management system (Salesforce)

Collaborate with other departments, such as Sales, Operations, and Finance, Refunds to resolve complex customer issues that may require inter-departmental coordination

 Provide feedback and insights to the Associate Manager and other relevant stakeholders to improve processes, enhance customer experience, and optimize overall customer Service performance

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.