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Margdarshak
GRE
Margdarshak · posted 1 month ago
New Delhioperations
About the role
Guest Relation Executive
Position Title: Guest Relation Executive
Job Description
JD – VFS Global – GRE
| Organization | VFS Global Services Pvt. Ltd. |
| Designation | Manager/ Deputy Manager |
| Role | Deputy Manager /Manager |
| Function/Department | Operations |
| Level | P4 / P3 |
| Sub-Unit | Operations |
| Reporting to | Sr. Manager / DGM – Operations |
| Geographical location of the role | Per Region |
| Approved by (HOD) | Head of Operations |
| Final Approval | Head – Human Resources |
Purpose of the role
To provide flawless, upscale, professional and high class Service experiences to applicants and agents walking into any of our VAC. Their duties will include and not just limited to take a walk around at all Mission Submission areas and respond to any Customer enquiries/grievance/needs, anticipating unstated ones and provide upscale response/resolution real time at the VAC. The incumbent will guide applicants on VFS Global Policies and terms and redirect them to internal feedback management modes as against social media.
Profile – Roles and Responsibilities
| Areas of Responsibility & brief description | Responsibility Level |
|---|---|
| Provide upscale Customer service experiences by resolving ALL grievances, real time. | Full |
| Work closely with various stakeholders (VAC Operations and Enabling units) to resolve customer feedback. | Full |
| Handle grievances, appreciation and suggestion and share them for further best practice. | Full |
| Intervene and respond to any disgruntlement applicant/agent having with their submissions. | Full |
| Be visible for walk around across all Mission, respond to any applicant needs and anticipate any unstated ones. | Full |
| Guide applicants on VFS Global Policies and terms and redirect them to internal feedback management modes as against social media. | Full |
| Responsible for Satisfaction Index / Score from Applicants [VOA]. Analysing customer feedback and supporting strategic direction to continuously improve overall rating. | Full |
| Enlist satisfied customers and partners to tell their stories, and leverage partnerships to enlist advocates to share good stories. Ensure positive feedback is annotated over social media and/or internal feedback modes. | Full |
| Develop a regular means of communication (e.g., newsletter or blog) to communicate achievements (success stories), progress and plans for improved customer service. Update Customer Care on suspect complaints via end of day written communication/reports. | Full |
| Responsible for Satisfaction Index / Score from Employees [ESAT]. | Full |
| Shall adhere to the environment health and safety policy/objectives and guidelines of the organization. | Full |
Indicative KRA’s/Budgetary and Revenue Responsibilities
Develop & sustain a culture of continuous improvement in the region through practices like Lean & Six sigma. Promote & implement best practices for all processes. Ensure Reduction in Complaints.
- Customer satisfaction applicants – ensure all matters raised at the Customer Care team is responded within the agreed Service Level Agreements.
- Zero Incidents for any Operations, related to Process Integrity, Loss of Customer Data, Staff Integrity.
- Immediate reporting of Incidents to Immediate Reporting Manager & Head of Operations – Zone/Country/Region.
- Complaint Tracking – process in place to ensure complaints are monitored, repeats identified, Root Cause & Corrective Action Plan implemented to prevent recurrence.
- Percentage of Complaints are within prescribed limits (< 0.05% of Application Volumes).
- Ensures 100% complaints are responded within 48 hours of receipt.
- Timely Completion - Reporting (Weekly/Fortnightly/Monthly/Quarterly, or as per desired frequency).
Key Interactions within and outside of VFS Global
| External | Internal |
|---|---|
| Travel Agents / Applicants | Departments within VFS Global |
| Vendors & contractors |
Qualification & Experience (Education, Experience, specific knowledge, skills, understanding, attitude)
Education:
Minimum: Graduate or global equivalent
Additional: Post-Graduate or global equivalent
Experience: 0-3 years’ of experience preferably in Travel and Tourism or Service industry or BPO
Knowledge & Key Skills:
- Proficiency in MS office
- Adaptability and presence of mind to handle complaints and escalations
- Ability to Innovate and enhance procedures and methods to increase productivity & cost effectiveness
- In-depth knowledge and understanding of systems and processes. Good knowledge of VAC operation and processes of key missions.
- Strong sense of responsibility and a professional presentation
- Excellent problem-solving skills
Competencies/Personal Attributes
Behavioural Competencies
- Entrepreneurship
- Quality & Service Orientation
- Teamwork & Collaboration
Functional Competencies
- Conceptualization
- Execution
- Analytical Skills
- Diversity Sensitivity
Personal & Professional Development
- Delivering Results
- Communication
- Networking
Please refer to the competency dictionary on VFS Champions Portal to know about the applicable proficiency scale against each of the above competencies.
Additional Requirements
Fluency in Local Language – Ability to read write and speak fluently,
especially in local Language & English.
Knowledge of an additional international language would be very helpful
(region specific language can be looked at).