Transportation Representative, Executive Customer Relations

Job description

Executive Customer Relations (ECR) team manages IN trans related escalations for rescue, root causing and medium/long term systemic changes. The team manages multiple programs such as INOPS VPI, ECR email escalations and customer rescue programs.

The team liaises with stakeholders across the IN Network to develop proactive rescue mechanisms, solutions and systemic fixes around the opportunities identified through root cause analysis to improve customer experience.

We have a 5-day work week but given the 7 days a week operation, the 2 scheduled days off will vary based on shift patterns and business needs.

Key job responsibilities

Respond to inquiries from leaders, in addition to resolving contacts (received through escalation channels).

Communicate effectively and professionally with CS and non-CS departments.

Work on a detailed root cause analysis.

Recognize systemic and quality concerns contributing to poor customer experiences and communicate to appropriate stakeholders.

A day in the life

You will address customer issues by rescuing the customer but also by identifying and measuring root cause of the customer's experience failure and presenting your findings and recommendations to right stakeholders who can fix process or technology that caused customer defect.