Customer Retention Executive/Customer Service -Cochin job in Cochin/ Kochi/ Ernakulam by MAHINDRA HOLIDAYS AND RESORTS INDIA LIMITED for 3 - 7 Years Experience

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Dear Job Seeker !!!

Greeting from Mahindra Holidays

Role and Responsibility

1 Monitor & Manage member queries/concerns/requests & Govern through internal escalation process:

a. Interaction Management (Exceed TAT)

b. Complains & Retention Process of customer

Responsible for improving the experiences customers have with organization, with the goal of increasing customer satisfaction score, FTRs, proactive engagements (Member Meets)
Responsible to adhere to the standard operating procedures
Reduce dormancy and improve eligible base
Responsible to achieve retention score 85% and reduce the inflow.
Create magical moments for customers at every touch point
Reduce incoming complaints
Focus of fixing problems through quality tools

10. Analytical skill and attention to detail are essential requirements for this role

11. Good decision-making skills to make recommendations for improvements and execute timely/correct decisions.

Patience and Good Listening Skills
Persuasive, Negotiating and Influencing Skills
Excellent Interpersonal Skills as this role would require cross functional interactions.

Job Type: Full Time
Industry: Travel/Tourism/Airlines
Function : Administration/Operations, BPO/ITES/Tele caller/Customer Care
Key Skills: Upsell Customer Service Compliance Cross Selling Customer Satisfaction Customer Retention Member Retention

MAHINDRA HOLIDAYS AND RESORTS INDIA LIMITED
Mahindra Holidays & Resorts India Ltd. a part of the Infrastructure Sector of the Mahindra Group, brings to the industry values such as Reliability, Trust and Customer Satisfaction. Started in 1996, the company's flagship brand is 'Club Mahindra'