Assistant Manager - Customer Success

Air India Express, is looking for Associate Manager - Customer Success for AIX corporate.

Interested candidates are requested to please provide an updated resume at swati.chouhan@airindiaexpress.com

Job Purpose:

This role supervises the daily operations of the email support team and suitably resolves the high-level escalations. This role involves providing guidance and support to team members, ensuring timely and accurate responses to customer inquiries, and maintaining high customer satisfaction levels.

Role & responsibilities:

Assist the manager in managing the email support team and ensuring smooth operations.

Responsible for delivering the key customer KPIs & high level of customer satisfaction.

Responsible for personally managing the high level of escalations to the CEO, MD, legal, DGCA portals and other management leaders.

Provide training and guidance to team members on email handling, customer service skills, and product knowledge.

Monitor and evaluate individual and team performance, providing feedback and coaching as necessary.

Collaborate with the manager to develop and implement new initiatives and overall strategy to improve response times, quality interactions, personalization and enhance customer satisfaction.

Maintain a thorough understanding of products, services, and company policies to provide accurate and consistent responses to customer inquiries.

Analyze email response data and performance metrics to identify areas for improvement and implement appropriate measures.

Assist in developing and updating email templates, guidelines, and knowledge base articles to ensure accurate and consistent responses.

Stay updated on industry trends and best practices in email support and customer service, incorporating them into team processes.

People-person who fosters a positive and collaborative work environment, promoting teamwork and motivation among team members.

Preferred candidate profile:

Previous experience in email support & escalation management, with at least 2 years in a supervisory or team lead role.

Strong communication skills, both written and verbal, with exceptional attention to detail.

Excellent customer service and problem-solving abilities.

Proficient in using email management systems and customer relationship management (CRM) tools.

Ability to analyze data and generate meaningful reports.

Strong organizational and time management skills to prioritize tasks and meet deadlines.

Ability to work in a fast-paced environment and adapt to changing priorities.

Leadership qualities with the ability to motivate and inspire team members.

Flexible to work on shifts, weekends and holidays, as required.

Must be graduate

Open to work in 24X7

Team Handling role