- 经验
- 1+ yrs
- 薪水
- —
- 职位空缺
- 1
- 发布
- 4 天前
Where you'll work
职位描述
Role overview
The Executive Customer Relations team handles escalated issues related to transportation in India, with a focus on customer rescue, deep-dive root cause analysis, and longer-term process or system improvements. The group supports several programs, including INOPS VPI, ECR email escalations, and customer rescue initiatives.
The role works closely with teams across the India network to identify recurring problems, build proactive rescue methods, and recommend fixes that improve the overall customer experience.
Work schedule
This is a five-day workweek role. Because operations run seven days a week, the weekly off-days will change depending on shift patterns and business requirements.
Key responsibilities
You will handle inquiries from leaders and resolve incoming escalation-based contacts. The position also requires clear, professional communication with both customer service and non-customer service teams.
A major part of the work involves performing detailed root cause analysis, spotting systemic and quality issues that hurt customer experience, and sharing those findings with the relevant stakeholders.
Day-to-day focus
In practice, the job is about not only resolving the immediate customer issue, but also identifying why the issue happened, measuring the failure, and presenting actionable recommendations to the teams that can correct the process or technology behind the defect.
Basic qualifications
Candidates should bring customer-handling experience with a strong service mindset, or a background that demonstrates solid analytical ability, strong attention to detail, and effective communication. Strong written and spoken English is required.
You should have at least 1 year of customer service experience, or hold a bachelor’s degree in management, business administration, economics, engineering, or marketing. The role also requires flexibility to work nights, weekends, and holidays in a 24/7/365 environment.
Applicants must be able to work independently, stay proactive, meet deadlines, and deliver on assigned tasks and projects. You should also be comfortable handling administrative work on your own while keeping the team appropriately updated.
Preferred qualifications
Experience working with confidential information, interacting professionally with senior executives, or managing complex work quickly with limited direction will be an advantage. Comfort with fast turnarounds and urgent situations is also valued.
Knowledge of Microsoft Office tools, including Excel, Word, SharePoint, and PowerPoint, is preferred. Prior customer service experience is also a plus.
Accessibility and accommodation
If you need a workplace adjustment or accommodation during the hiring or onboarding process, support is available through the company’s accommodations process.
Additional information
Company identifier: ASSPL - Telangana - D82.
Job ID: A10410989.