Senior Manager - Client Escalation management
- Devika Staffing
- 10 to 14 Yrs
- All India
- 10 days ago
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Job Description
- Reward360 Global Services Pvt Ltd is India's premier Customer Engagement Solutions Company with headquarters in Bangalore and offices in Dubai and Singapore. Our global loyalty solution has been developed with a deep understanding of consumers, loyalty programs, big data, and the importance of simplicity in loyalty programs. We are looking for an experienced professional to lead the Concierge Support function at R360. This role involves managing complex client requests and escalations, specifically from premium and super-premium credit card holders of our banking partner. The ideal candidate should have over 10 years of experience in customer experience, service delivery, or client servicing, preferably in the travel and hospitality industry. As the final escalation point for unresolved concierge requests, you will be responsible for ensuring timely, accurate, and empathetic resolutions while upholding the highest service standards. Candidates from the Travel and Tourism industry (BPO or Travel and Tourism companies) are preferred for this role. **Roles And Responsibilities:** Client Case Resolution & Escalation Management - Make final decisions on all unresolved client concerns with a focus on accuracy, ownership, and professionalism. - Collaborate with internal and external teams to resolve cases promptly and satisfactorily. Client Engagement & Representation - Interact directly with high-value clients on behalf of R360 to manage and meet their expectations effectively. - Provide personalized support to build trust and long-term relationships. Stakeholder Collaboration - Work closely with cross-functional teams such as Travel, Vendor Management, Technology, and Client Experience for fast and effective resolutions. - Coordinate with banking partners to align on service protocols and standards. Process Ownership & SOP Management - Identify system issues and drive process improvements to enhance operational efficiency. - Develop and maintain SOPs for consistent, high-quality service delivery. - Lead knowledge sharing and training initiatives as required. Reporting & Governance - Maintain detailed trackers and dashboards for escalations, SLAs, resolution timelines, and case types. - Analyze data to identify trends, bottlenecks, and propose corrective actions. - Present key insights in internal reviews and stakeholder meetings. **What should you have ** - At least 10 years of experience in client service, service operations, or customer experience roles. - Strong domain knowledge of the travel ecosystem, including flights, hotels, and itinerary planning. - Ability to manage escalations from high-value customers and deliver resolutions under pressure. - Excellent communication, problem-solving, and collaboration skills. - Experience in working with multiple internal and external stakeholders to drive issue resolution. - Proficiency in tracking tools, reporting systems, and case management platforms.,
Employement Category:
Employement Type: Full timeIndustry: BFSIRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: Senior Manager - Client Escalation managementContact Details:
Company: R360 GroupLocation(s): All India+ View Contact
Keyskills: Customer Experience Service Delivery Client Servicing Escalation Management Client Engagement Reporting Governance Travel Hospitality
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