Senior Executive / Executive - Partner Operations (Customer Experience)

TLDR

Enhance customer experience by managing escalations and collaborating with airline partners to improve services, while driving key operational improvement projects.

Roles & Responsibilities -:

Handling proactive escalations & pending customer complaints for all the LOBs - Flights, Trains, Buses, Hotels and offering quick resolutions.
Working on backend processes such as airline cancellation, refunds and re-issuances.
Collaborating with cross-functional teams to raise recurring issues and follow up for fixes.
Working closely with the airline partners & sharing feedback on ongoing issues at the providers’ end.
Being a part of process pilots, experiments and new projects that provide insights to all cross-functions.
Monitoring NPS and working toward improving it in coordination with process owners.

Skills & Qualifications -:

Excellent knowledge of airline portals, GDS & CRMs
Demonstrate expert-level proficiency in operating the Galileo GDS platform.
Exceptional customer service and communication skills.
Must be flexible to work over weekends & in rotational shifts.
Good experience in resolving customer issues quickly.
High energy and drive to work in a start-up environment.
Excellent Team Player.
2+ years of relevant experience