Job in Gurugram for Sr Executive crew support

Job Description

Core Job execution accountabilities: -

• Delivering a comprehensive service; handling complaints, queries and suggestions from crew and OCC staff.
• Ensure that there is always a client centric & successful resolution provided to tickets/requests/feedback/queries assigned on day to day basis.
• Ensure that no tickets/requests/feedback/queries should breach the SLA – 72 Hours.
• Ensuring follow ups are done on escalated tickets.
• Ensure that the system/ticket documentation is available for all parties involved and up to date, including administration manuals. Ensure any change in the system design or functionalities are properly documented and disseminated by the team.
• Partnering with the different business groups on issue resolution and enhancement implementation.
• Improve crew support quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Assist with management of the department and complete tasks & projects as delegated by the manager.
• Ensure an overall helpful transparent & trustworthy image of ICare with clients.
• To develop and achieve an updated knowledge of most recent update of CAR and DGCA rules.
  
  

Expected skill set:

• Min 2 years’ experience in Customer Service/Aviation industry.
• Must have ability to multi task and prioritize tickets/tasks
• Experience of working in team environment. Previous supervisory skills preferred
• Must have working knowledge of Outlook, MS Excel, Word, PowerPoint.
• Must have strong analytical skills and ability to learn/adapt quickly.