Job Description
Job Tile
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Subject Matter Expert- Loyalty CS Team
Reporting to
Lead-Customer Service Loyalty
Location
Air India Headquarters Gurugram, Mumbai, Bangalore
Air India's loyalty program is undergoing a transformation. As Air India evolves into a global competitor, we are seeking a Subject Matter Expert for our CS team.
A call center subject matter expert (SME) is a role that involves in-depth knowledge and expertise in loyalty products, services, or processes within a call center environment. SMEs are responsible for providing guidance, support, and training to other call center agents, as well as assisting with complex customer inquiries. The individual is responsible for the respective site's end-to-end performance and the metrics associated with it.
Key Accountabilities
- Product/Service Knowledge: Develop a deep understanding of the loyalty products, services, and processes, including features, functionalities, and troubleshooting techniques.
- Escalation Point: Act as an escalation point for complex or difficult customer issues that frontline agents are unable to resolve. Analyze and troubleshoot complex customer problems and provide appropriate solutions or recommendations.
- Responding to Customer Inquiries: Answering escalation calls/emails from customers, listening to their questions or concerns, and providing accurate and timely information and assistance.
- Responding to Customer Inquiries: Answering incoming calls from customers, listening to their questions or concerns, and providing accurate and timely information and assistance.
- Training and Mentoring: Provide training and guidance to new and existing call center agents, ensuring they have the necessary knowledge and skills to effectively handle customer inquiries and issues.
- Process Improvement: Identify opportunities for process improvement within the call center, including call handling procedures, workflows, and knowledge management systems. Collaborate with management and cross-functional teams to implement changes that enhance overall efficiency and customer satisfaction.
- Quality Assurance: Participate in quality assurance initiatives, including call monitoring and evaluation, to ensure that call center agents are providing accurate and high-quality customer service. Provide feedback and coaching to agents to help them improve their performance.
- Documentation and Knowledge Management: Contribute to the creation and maintenance of knowledge bases, FAQs, and standard operating procedures (SOPs) to ensure accurate and up-to-date information is available to call center agents.
- Stakeholder Collaboration: Collaborate with internal stakeholders, such as product managers, technical support teams, and training departments, to stay updated on product/service changes and enhancements. Act as a liaison between call center agents and other departments, facilitating effective communication and problem resolution.
- Reporting and Analytics: Collect and analyze data related to call center performance, customer inquiries, and agent productivity. Generate reports and provide insights to management on trends, issues, and areas for improvement.
Experience and Qualifications
- Graduation in any stream
- Prior experience working in a call center environment, preferably in a customer support or technical support role, to understand the dynamics and challenges of the job.
- Experience in training, mentoring, or coaching call center agents, including the ability to develop training materials and deliver effective training sessions.
- Experience in loyalty, airline, telco or banking industry is preferred.
Competencies & Attributes
- Excellent verbal and written communication skills to effectively convey complex information to individuals. The ability to explain concepts clearly and provide instructions and guidance to call center agents.
- Strong analytical skills to identify patterns, trends, and root causes of customer issues. The ability to think critically and propose effective solutions.
- Strong attention to detail to ensure accuracy and consistency in documentation, training materials, and reports.
- A genuine desire to help and support customers, with a friendly and patient demeanor.
- Ability to adapt quickly to changes in processes, technologies, and customer needs.
- Strong leadership skills with the ability to collaborate and work effectively with cross-functional teams and stakeholders at various levels of the organization.
- Proficiency in Microsoft Office applications including Word, Excel, and PowerPoint
- Data-driven thinking and an affinity for numbers.
- Willingness, confidence, and ability to take initiative.
- Ability to work well under pressure and produce desired results to strict deadlines.
- Strong work ethic, detail oriented and process driven.
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