The primary function of the role is to improve customer experience with our aviation division. The ideal candidate is expected to look at all areas like RFQ (Request for Quotations), response TAT (Turn Around Time), quality of quote, logistics TAT (Turn Around Time), and any other areas of improvement. The role oversees and improves all aspects of the customer journey, ensuring satisfaction and loyalty throughout the customer lifecycle. The role is responsible for developing the trust and respect of each client to ensure they are completely satisfied with the company and the delivery of the service. The role will require the employee to focus on both medium- and long-term opportunities which will require analyzing market dynamics and an understanding of our competitive position in order to penetrate into new areas.

• Develop business strategies to establish short and long-term goals for the company and implement problem-solving and issue-resolution strategies to rectify difficulties quickly and effectively.
• Understand the business and build strategies that can be used for customer excellence.
• Ensure that the TAT (Turn Around Time) is being maintained at all times while attending to customer needs/RFQs (Request for Quotations).
• Develop and maintain strong customer relationships whilst being aware of the varying customer cultures.
• Ensure quality quotes/email communications are being sent out to the respective clients/vendors.
• Design and implement customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations.
• Monitoring and measuring performance related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders.

• Excellent communication skills in English (both written and verbal)
• Excellent interpersonal and organizational skills
• Knowledge of customer experience tools and software such as customer feedback management systems, CRM (Customer Relationship Management) platforms, and data analytics software would be an added advantage
• Negotiation skills would be an added advantage

Education: MBA/any graduation in any stream with a minimum of 50%
Experience: Certifications in customer experience management, such as Certified Customer Experience Professional (CCXP) are an added advantage.
5+ years of experience in customer service, customer excellence management, or a related field.

Role: Customer Excellence Manager
Location: Kochi
Department: Aviation
Employment Type: Full-Time
Contract Type: Regular