- Location
- Gurugram, Haryana, India
- Job type
- Full-time
About the role
Frankfinn Aviation Services Pvt. Limited
Website:
frankfinn.com
Job details:
- Handle and resolve customer grievances received through the portal and email channels.
- Ensure all queries and complaints are addressed within the defined TAT.
- Monitor and track tickets on the customer portal for timely closure.
- Draft clear, professional, and accurate email responses to customers.
- Escalate critical or unresolved issues as per escalation matrix.
- Coordinate with internal teams (operations, technical, field staff, etc.) for resolution.
- Maintain proper documentation and records of all customer interactions.
- Analyze recurring complaints and suggest process improvements.
- Ensure adherence to company policies, SLAs, and quality standards.
- Prepare and share daily/weekly/monthly MIS reports on grievance handling and TAT compliance.
- Conduct Virtual audits of the centre and prepare reports accordingly.
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