Transportation Representative, Executive Customer Relations

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 communicat...