Job Description – CS Ops Team Member (Nodal & Appellate)
Location: Gurugram
Department: Commercial – Customer Service
Job Overview
The CS Ops Team Member – Nodal & Appellate is responsible for handling escalated customer complaints and appeals. The role focuses on analyzing complaint data, ensuring timely resolution, maintaining compliance, and supporting service quality improvement.
Key Responsibilities
- Complaint Handling & Analysis
- Review and analyze escalated customer complaints and appeals.
- Identify trends, patterns, and root causes of recurring issues.
- Use analytical tools to extract insights and support decision-making.
- Performance Monitoring
- Track KPIs such as resolution time, customer satisfaction, and compliance.
- Monitor the progress of escalated cases to ensure timely closure.
- Prepare daily/weekly/monthly reports and dashboards for leadership.
- Process Improvement
- Provide insights and recommendations to improve complaint resolution processes.
- Identify gaps in nodal and appellate workflows and suggest enhancements.
- Participate in cross-functional projects aimed at improving customer experience.
- Quality & Compliance
- Conduct quality checks and audits for nodal and appellate operations.
- Ensure compliance with regulatory timelines and standards.
- Maintain accurate records and ensure data privacy as per company policy.
- Coordination & Stakeholder Management
- Work closely with customer service teams to resolve cases.
- Collaborate with regulatory authorities for reporting and compliance requirements.
- Support the CS Ops Team In-charge in day-to-day operational activities.
Skills Required
- Strong problem-solving ability
- Good communication and interpersonal skills
- Planning and coordination skills
- Customer-centric mindset
- Stakeholder management
- Analytical thinking
Education & Experience
Education: Bachelor’s degree in Business Administration, Customer Service, or any related field
Experience
- Minimum 2+ years of experience in data analysis or customer service operations
- Experience in complaint handling or regulatory processes (preferred)
- Knowledge of aviation service standards is an advantage
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