5 Service Recovery Jobs

You are an experienced and proactive Operations Manager responsible for setting up, leading, and managing the operations team based in Thane. In this critical leadership role, you will ensure smooth and efficient logistics execution, deliver outstanding customer service, and foster a high-performing team culture. Your key responsibilities include team leadership and development, customer service and escalation management, operational execution, collaboration, and reporting. As the Operations Manager, you will build and manage a team of Operations Executives handling daily shipments, provide coaching and guidance for service excellence, and develop training programs for staff. You will also serve as the senior escalation contact for customers in India, oversee operational processes from shipment bookings to delivery, and ensure compliance with global SOPs and customer requirements. Your role involves collaborating with global Marinetrans offices for seamless coordination, providing regular reporting on team performance and operational KPIs, and participating in continuous improvement projects. To qualify for this position, you should have a Bachelor's degree in Logistics, Supply Chain, Business Administration, or a related field, along with 6-10 years of logistics experience, including managerial roles. The ideal candidate will possess strong knowledge of international shipping, air and sea freight, and customs procedures, as well as excellent leadership, communication, and organizational skills. Proficiency in logistics software and the Microsoft Office Suite is required. Previous experience in marine logistics is advantageous but not mandatory. In return, Marinetrans offers you a leadership role in a globally recognized logistics company, the opportunity to build and shape a new team and operational setup in India, international exposure, cross-functional collaboration, and career development in a dynamic industry. Marinetrans is a global logistics provider specializing in marine spare parts delivery, offering end-to-end solutions for the maritime industry. Join us in establishing a strong operations hub in India and lead our team in Thane, Mumbai.,

Pre-Opening & Setup Phase Oversee the setup, implementation, and operational launch of Front Office & Housekeeping for new properties. Ensure all SOPs are established, documented, and strictly followed, aligning with brand standards. Work closely with project and procurement teams to ensure the right infrastructure, materials, and technology are in place before opening. Recruit, train, and onboard Front Office & Housekeeping teams, ensuring operational efficiency from Day 1. Conduct trial runs, mock stays, and soft openings to identify and resolve operational gaps before official launch. Act as the troubleshooter, ensuring smooth pre-opening execution before transitioning to the next project. Operational Execution & Compliance Implement and enforce Front Office and Housekeeping SOPs, ensuring consistent service delivery across multiple locations. Work with IT teams to set up PMS, housekeeping software, and guest feedback systems. Set up inventory controls, housekeeping schedules, and guest experience workflows. Ensure adherence to hygiene, safety, and brand standards, conducting audits to maintain compliance. Train property teams on best practices for guest handling, complaint resolution, and efficiency-driven operations. Act as a liaison between property teams and corporate leadership, ensuring expectations are met. Handover & Next Location Deployment Ensure the property is fully operational with a self-sufficient team before transitioning out. Conduct final audits to confirm process adherence, team readiness, and guest experience standards. Provide feedback to the Pre-Opening GM and senior leadership regarding operational learnings and improvements. Move to the next pre-opening location, repeating the process for new properties. Qualifications & Skills Experience: 57 years in hotel operations, with expertise in Front Office & Housekeeping. Pre-opening experience is mandatory. Leadership: Ability to set up teams from scratch, establish SOPs, and drive performance before transitioning. Guest-Centric Approach: Strong problem-solving and service recovery skills to enhance guest satisfaction. Tech-Savvy: Familiarity with PMS, housekeeping management software, and guest feedback tools. Financial Acumen: Understanding of budgets, cost control, and revenue strategies for FO & HK. Flexibility & Travel: Willingness to travel frequently and work non-traditional hours, including weekends and holidays. Education: Degree in Hospitality/Hotel Management is mandatory. Project Management Mindset: Ability to set up, implement, ensure compliance, and move on to the next project efficiently.

Description We are seeking an experienced Executive Customer Service to join our dynamic team in India. The ideal candidate will have a strong background in customer service and a passion for helping customers resolve their issues. You will play a key role in ensuring customer satisfaction and enhancing the overall customer experience. Responsibilities Manage customer inquiries and provide effective solutions in a timely manner. Handle customer complaints and escalate issues when necessary to ensure customer satisfaction. Maintain detailed records of customer interactions and transactions. Collaborate with team members to improve customer service processes and enhance customer experience. Provide feedback on customer service trends and areas for improvement. Skills and Qualifications Bachelor's degree in Business Administration, Communications, or related field. 4-10 years of experience in customer service or related field. Strong verbal and written communication skills. Proficiency in customer service software and CRM systems. Excellent problem-solving skills and ability to think critically under pressure. Ability to work collaboratively in a team environment and handle multiple tasks effectively.

Responsible for resolving customer queries and service requests received through email Ensure service interactions are dealt with promptly including service recovery Coordinate with internal teams to ensure the requests are closed in a timely manner

>> Responsible for managing the performance for the team of Production Specialist >>Responsible for responding back to the client and internal stakeholders in an efficient and professional manner >>Handles and resolves customer complaints- identify and escalate priority issues >>Build a strong personal customer rapport and establish engagement to drive positive customer experience >> Ensures compliance with all company and departmental policies, procedures, and guidelines >>Drive performance for his team and ensure that all client matrices are met as per the SLA, Support service delivery teams in process stabilization >>Data Analysis - Analyzing data short term long term trends, report generation, graphical representation, business analytics report, management reports >>Work on employee financials (incentives, PBPP, QPLC etc.), stacks, Weekly, Monthly, Quarterly & Annual performance reports, PMS, and attrition >>Identify blockages and recommend improvement opportunities. Deliver sound, SMART recommendations in relation to continuous improvement; About The Role Role Purpose The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process. ? Do Ensure process is executed as per the client contract Conduct briefings before every shift to drive focus on key metrices and debrief at the end of the shift to drive focus of the team on quality and adherence to contract compliance processes Prepare notes from the huddle meetings and share it with the team Prepare and share the performance data of the team with the client at the end of the shift Interact with the client and prepare note to share updates and changes with the team Review the performance on the key process metrices and conduct RCA to improve quality parameters Prepare presentation on weekly and monthly performance data for the manager to be shared with the client Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects Be part of the discussion between manager and WFM team on forecast and number of agents required Organize fun hours on Friday for the team to promote team engagement Identify opportunities for automation within the account and share it with the manager Provide details and data to the automation team to support the automation initiative ? Drive performance of the team on the identified metrices of the process Review last 6-8 weeks performance data (RAG) and identify low performers Provide feedback and coach the outliers/ low performers to improve their performance metrices Prepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performers Handhold the employees on performance on process and monitor for improvements Identify training needs for new joiners especially and track their daily progress Conduct process trainings as well as refresher trainings are provided to bridge the capability gap or if there is any change from the client’s end ? Stakeholder Interaction & Management Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts Interact and engage with the client manager to communicate and update progress against account plan, project delivery etc. Participate in monthly review meetings with Account Delivery leadership updating them on the status and progress of the account Work with quality team to ensure the quality improvements as per the delivery standards of the contract Provide timely assistance in case of an escalation and support resolution of escalations/ issues ? Effective Team Management Resourcing Hire adequate and right resources for the team Talent Management Ensure adequate onboarding and training for the team members to enhance capability & effectiveness Build an internal talent pool and ensure their career progression within the organization Manage team attrition Drive diversity in leadership positions Performance Management Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports Ensure that the Performance Nxt is followed for the entire team Employee Satisfaction and Engagement Lead and drive engagement initiatives for the team Track team satisfaction scores and identify initiatives to build engagement within the team >>Excellent Communication Skills (Verbal & Written) >>Strong interpersonal & influence management skills and decision making skills >>Ability to work & communicate with people across organizational units and locations. Strong Team building skills >>Ability to think strategically & translate strategy into measurable action plans >>Strong analytical skills with an ability to solve a problem with a win-win negotiation approach >>Ability to lead people on large, multi-functional efforts. Motivating associates through effective management and constructive feedback >>Should have excellent knowledge of Customer Service, Taking Ownership, Service Recovery, Performance Management, Employee Coaching and Mentoring >>Leading by Example and ability to handle stressful situations >>Is able to make judgment calls on risk rating, is able to interpret and apply policy >>Ensure quality sampling targets (ISO) are met, systems and measures are robust. Collaborate with internal and external stakeholders to deliver to the business’ strategic plans in relation to quality improvement >>Act as the point person for escalations/queries around the remediation work Manage stakeholder expectations