Job Description
Dear Job Seeker !!!
Greeting from Mahindra Holidays
Role and Responsibility
1 Monitor & Manage member queries/concerns/requests & Govern through internal escalation process:
a. Interaction Management (Exceed TAT)
b. Complains & Retention Process of customer
- Responsible for improving the experiences customers have with organization, with the goal of increasing customer satisfaction score, FTRs, proactive engagements (Member Meets)
- Responsible to adhere to the standard operating procedures
- Reduce dormancy and improve eligible base
- Responsible to achieve retention score 85% and reduce the inflow.
- Create magical moments for customers at every touch point
- Reduce incoming complaints
- Focus of fixing problems through quality tools
10. Analytical skill and attention to detail are essential requirements for this role
11. Good decision-making skills to make recommendations for improvements and execute timely/correct decisions.
- Patience and Good Listening Skills
- Persuasive, Negotiating and Influencing Skills
- Excellent Interpersonal Skills as this role would require cross functional interactions.