MakeMyTrip Hiring for Customer Support & Fullfillment at Gurugram, Haryana, India Full Time

About the Opportunity:

Role: Assistant Manager – Customer Support & Fullfillment

Level: Assistant Manager

Reporting To: Director – Customer Experience

Location: Gurgaon

About the Function:

The Customer Experience Team focuses on improving the customer contact agendas like Customer Satisfaction, decreasing customer efforts and driving Identified Projects, which help in enhancing customer experience.

About the Role:

This role will be a part of Customer Experience function wherein your primary responsibility will involve overseeing and optimizing the performance of outsourced partner contact centres.

The role would include Overseeing the day-to-day operations of a Ticketing & Cancellation for Flights Line of Business.

What will you be doing:

• Leading and developing a team of 100+ associates with outsourced teams.
• Responsible for the overall direction, coordination and performance of the team.
• Identifying and eliminating barriers to accuracy, productivity, and quality.
• Owning and driving performance metrics and guiding the outsourced vendors to achieve the target.
• Solving complex Ticketing operations issues and proactively heading off negative service trends.
• Developing and achieving performance goals and objectives in order to achieve customer promise expectations.

What are you required to bring to the team:

• Experience in Ticketing Operations Management
• Experience in Domestic & International Flight Ticketing
• First principle thinking to solve customer issues
• Understanding of Customer data to draw actionable insights
• Be open to experimentation
• Execution Excellence: fast & accurate

Qualification & Experience:

• Graduate with 7+ years of experience leading and managing team
• Strong Knowledge of GDS System Like Amadeus , Galileo etc.
• OTA or Travel Company Ticketing or management experience preferred.