Apply now »

Senior Manager - Priority Help Desk

Location:  Gurugram
|
Jun 4, 2025

Job Purpose 

  • Ensure effective end-to-end resolution of escalations that land at the Chairman’s desk, CXO’s and other leadership as well as grievances raised by priority passengers.  

  • Coordinate with various stakeholders to address customer grievances promptly, thus maintaining and enhancing customer satisfaction and confidence in the brand.  

Key Accountabilities 

  • Drive the end-to-end customer resolution process for priority passengers and escalations from top leadership, ensuring prompt and effective resolution to maintain high levels of customer satisfaction and uphold the organization's reputation. 

 

  • Lead and oversee the grievance team to effectively address and resolve customer concerns, reinstating confidence in the brand. Ensure team members are equipped with the necessary skills and resources to handle complaints efficiently. 

 

  • Head the effort to provide guidance, and support to team members, maintaining high standards of service. Foster a culture of continuous improvement and professional development within the team. 

 

  • Work closely with the Tata Group’s customer centricity team on priority helpdesk issues, ensuring resolution of cases that escalate to the chairman's desk. 

 

  • Coordinate with stakeholders across the organization to gather information, expedite processes, and implement swift resolution of customer issues. Ensure concerns are addressed effectively while maintaining positive relationships with key stakeholders at the highest levels. 

 

  • Facilitate the flow of customer feedback to appropriate internal teams to aid in process improvements and mitigate recurrent issues. Ensure feedback loops are effective and result in actionable changes. 

 

  • Lead coordination efforts with various teams under commercial and customer experience divisions for issuing refunds, coupons, and offers to compensate for customer issues. Ensure compensatory measures are timely, appropriate, and enhance customer loyalty. 

 

  • Drive initiatives to continuously improve the customer resolution process, using data and feedback to implement best practices and innovative solutions. Monitor the effectiveness of these initiatives and adjust strategies as needed. 

 

  • Engage with top leadership to report on the status of escalated cases, provide updates on resolution progress, and highlight trends or recurring issues that require strategic intervention. 

 

  • Ensure compliance with organizational policies and standards in all customer resolution activities, safeguarding the company's reputation and legal standing. 

 

  • Develop and implement metrics to measure the effectiveness of the customer resolution process, using these insights to drive continuous improvement and optimize team performance. 

 

Apply now »