Manager
SOTC Travel Limited
Total years of experience :16 years, 10 Months
Be the voice of the customer
•Responsible for ensuring retention of the customer as per set targets
•Responsible for organic growth of the customer
•Responsible for upselling non air products and add new entities for growth
•Responsible to conduct periodic reviews with the customer, ensure all agreed MIS reports and decks are shared on a monthly basis
•Ensure timely contract renewal for all customers as per expiry dates
•Work closely with internal stakeholders to resolve any customer escalation pertaining to service delivery, invoicing, or people related matters
•Engage with the customers across levels to ensure strong relationships
•On need basis project manage implementation when adding new entities
Building and maintaining long term relationship with clients and key personnel with customer companies.
•Conducting business reviews to ensure clients are satisfied with our products and services.
•Addressing customer concerns/complaints and ensuring faster turnarounds of resolving the same.
•Retaining existing clients and seeking opportunities for further sales within key clients
•Prepare/monitor and maintain customer satisfaction ratings/scores.
•Keep track of client utilization trends and identify opportunities with other business teams to continue to generate revenue.
•Conduct audits and monitor service levels.
•Ensure CUSTOMER FIRST focus is maintained.
•Prepare/maintain reports supporting the same
Rider Experience - Airport Operations
Job Responsibilities:
•Organize, plan, and monitor a company’s customer service department to ensure optimized interaction between a company and its customers.
•Support all Guest Experience initiatives at the Airport.
•Assisting higher management in overseeing the merchandising and delivery of high quality customer service to clients.
•Review guest feedback, identify trends and areas for improvement on a regular basis and shares with higher management
•Conduct Guest Experience Management overview induction for new hires
•Monitor the activities of customer service staff to ensure compliance with set standards of courtesy and professionalism reflecting positively on the company
•Primarily focus on customer engagement and ensuring that an exceptional level of customer service is experienced by each customer.
•Organize training programs for customer experience representatives in to update their job knowledge and enhance their skills
Client Relationship Management
Job Responsibilities:
•Planning and delivering CRM strategies across the company encouraging customer retention and customer loyalty.
•Deciding on the CRM platform structure and architecture ensuring it works seamlessly across the organization and captures all required information at key points in the customer life cycle.
•Customer Journey Mapping analyzing touch points with the organization.
•Working closely with all departments (Sales, Planning and Strategy, Legal) to ensure the CRM works effectively for all aspects of the company.
•Overseeing direct communications with customers.
•Assist customer with Bank Loan process.
Nitesh Estates From
Job Responsibilities:
•Handling Guest complaints and concerns in an efficient and timely manner
•Overseeing VIP guests, arrivals and departures
•Coordinating and multi-tasking job duties in a busy environment
•Clearly explain the room key, location and direction of the room to the guests
•Ensure all special needs of the guests have been organized
•Provide detailed information regarding the hotel
•Check on VIP reservations, complete their pre-registration formalities
•Maintain up-to date information on room rates, current promotions, offers and packages
•Maintain all guest folios in the manner instructed and type out necessary guest likes and dislikes to the appropriate fields on the profile
•Collect guest feedback during guest departure along with likes and dislikes
•Ensure all check-ins and check-outs are handled smoothly without unnecessary delay or discomfort to any guest
•Handle all guests without bias or prejudice
•Ensure consistently a high level of knowledge of products and services along with departments within the property (property show around)
•Assist new and junior employees in developing workplace skills
•Provide knowledge as requested to new and junior employees on front office
VIP / CIP Handling
•Supervision of check-in
•Passenger facilitation
•Passenger Service Recovery, handling complaints and feedback.
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