Assistant Manager - Customer Experience and Quality

Assistant Manager - Customer Experience & Quality

Key Elements of the Role:

• Timely responses to all feedback received as per the Concession Agreement
• Monitoring the CRM 
• Coordinating with internal and external stakeholders for closure of grievances
• Coordinating with Terminal Operations for any complaint received in the Complaint Register
• Responding to all feedback as per the timelines specified in Concession Agreement.
• Coordinating with internal/external stakeholders for timely closure of complaints
• Obtaining root cause analysis, correction and corrective actions from concerned stakeholders in case of complaints
• Constantly monitoring the Air Sewa and PG Portal for any feedback, uploading the feedback/grievance in CRM and initiating action accordingly.
• Immediate notification and action for any complaints received on Appellate Email ID
• Ensuring all documents are retained as per the Control of Documented Process
• Coordinating with relevant stakeholders for timely sharing responses for feedback received on Social Media handles.
• Following the bomb threat process in case of any threat mails received
• Coordinating for passes of vendors for various surveys conducted, auditors, etc.
• Supporting Head – Quality with tasks assigned

Educational Qualification: Graduation with/without Aviation Diploma

Experience : 02 – 03 years 

Experience Level

Mid Level