6 M3M India Jobs in Gurgaon / Gurugram

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.

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

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.

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.

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 improvem

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

Knowledge

• 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.

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