Shaadi.com hiring For Customer Service Manager- NRI (Night shift)
- People Group
- 4 - 8 years
- Mumbai
- 8 months ago
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Job Description
Overview : The Personalised Service team always represents the voice of the customers. They are responsible for understanding customer requirements, meeting service metrics guidelines, and retaining them. They are saviors to all our members, who reach out to them through call, chat or email.Role :
As a Manager, you will be responsible for managing the team who does post-sales experience and membership renewal of our personalized customers. To be a successful Team leader, you should be proactive, patient, and able to work in a high-pressure environment. The role is a customer interaction, lead role where the individual is expected to handle escalations, be extremely driven to resolve situations of irate customers, handle the entire consultant team and drive them to achieve sales & service success, through a large and distributed Telesales organization
The most valuable traits we are looking for in this role are:
- Ownership - You will own the strategy, delivery, quality, and the outcomes of the team and will be accountable for the same.
- User orientation - Create time for customer interactions and user understanding. Start by looking at things from the users perspective and dont stop until youve evaluated how the solution has impacted the user.
- Velocity- You will be expected to deliver results in a fast paced, operationally intensive, and rapidly changing environment.
- Ethical - Work ethic is about showing up, being on time, being reliable and doing what you say. It is about being a fundamentally good person that others can count on and enjoy working with.
What you will do in this role :
Manage post-sales experience and service of premium members of VIP Service. Mentor and develop the team.
- Effectively manage shift operations.
- Strong Knowledge and Experience on Operational Metrics. (CSAT, customer retention, AHT, Shrinkage, Quality scores, maintaining SLA, Attrition management).
- Handling Escalation calls of Customers.
- Track Customer Satisfaction & ensure closure of complaints.
- Strong Rapport building skills with Team & stakeholders, manage attrition in the team.
- Evolve more effective work processes for improving customer interactions.
- Constantly monitor & review performance metrics for achievement of objectives.
- To effectively manage Contact Centre operations for constant performance achievements.
- Identify relevant training needs of agents & ensure effective implementation.
- Interface with IT/HR/ Training/Quality in order to improve the team's Performance.
What you should have : Bachelors Degree
- 5-8 years experience
- Experience of handling minimum team size of 15
- Candidate should be currently working in night shift
Job location- SakiNaka, Mumbai
Job Classification
Industry: InternetFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer ServiceEmployement Type: Full timeContact Details:
Company: People GroupLocation(s): Mumbai
Keyskills: Customer Service CSAT NPS Escalation Management Service Improvement Complaint Management SLA Customer Satisfaction Service Level Agreement Grievance Management
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Shaadi.com, part of Anupam Mittal promoted People Group, is one of India's best known Internet brands and the worlds largest matrimonial service. It was founded with one simple objective - to provide a superior matchmaking experience to Indians all over the world. The company pioneered online matrim...
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