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Customer Relation Executive


Job Description:

(List the responsibilities/duties associated with the job. For each responsibility/duty listed, give the factors on which an individuals performance is judged).

Accountability Key Performance Indicators
1. 100% initial response of all passenger grievances and respond to queries and requests
Monthly Reports
2. Initiate mails/calls to complainants for additional information
Monthly Reports
3. Forward the grievances to the respective internal and external process owners
Monthly Reports
4. Ensure information is fed into the portal on daily basis so as to keep the system current.
Monthly Reports
5. Escalate negative trends to reporting manager Monthly Reports
6. Export data from the system for report preparation and support in preparation of various reports
. Monthly Reports
7. Prepare discrepancy reports regarding any faults arising in the portal
Discrepancy report
8. Support reporting manager in maintaining the Integrated Management System (ISO -10002 2014) and its compliance. IMS audits and certifications (NCs)
9. Support in organization in Business Excellence activities and developing innovative culture BE Results
(Describe the job roles that you interact with inside or outside the company to enable you to meet your accountability)
Respective departments for grievance escalation and closure

External – Roles you need to interact with outside the organization to enable success in your day to day work Internal – Roles you need to interact with inside the organization to enable success in your day to day work
Passengers and visitors

GMR Infrastructure Limited
3 – 7 yrs Hyderabad / Secunderabad

Salary:INR 1,25,000 – 3,25,000 P.A
Industry:Aviation / Aerospace Firms
Functional Area:ITES , BPO , KPO , LPO , Customer Service , Operations
Role Category:Voice
Role:Associate/Senior Associate -(NonTechnical)

Grievance Handling Complaints Management

Desired Candidate Profile
UG: Any Graduate – Any Specialization
PG:Post Graduation Not Required
Doctorate:Any Doctorate – Any Specialization, Doctorate Not Required
Please refer to the Job description above

Company Profile:
GMR Infrastructure Limited
GMR is an infrastructure Development Company founded in 1978 and headquartered in Bangalore . The Group is well diversified and professionally managed with ownership interests in Energy, Transportation and Manufacturing.

Contact Company:GMR Infrastructure Limited

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