Customer Service Manager- NRI ( Night Shift)
- People Group
- 4 - 8 years
- Mumbai
- 19 days 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 :
You will be responsible for spearheading a premium matchmaking service that delivers the highest match success rate across the globe. The role involves front-leading a team of 15+ people and be accountable for their productivity. The person will be required to pull up his/her sleeves and get involved in every aspect of market development & sales. This is a strategic and important part for the business hence we need someone who is analytical, strategic as well as tactical. The candidate needs to be owning and hitting/exceeding quarterly/annual sales targets with the assigned teams.
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 :
- Develop a deep understanding of Shaadi.com consumer segments across communities, to uniquely represent and address the specific needs of each Select member.
- Leverage customer insight to remodel & streamline the service process to dramatically increase matchmaking success and customer satisfaction.
- Ensure that team members are adequately trained and readied to deliver an empathetic personalized service, as a trusted advisor to the family.
- Envision and implement technology solutions & enhancements to maximize the quality of service delivered and minimize wasteful productivity losses of the team.
- Plan for rapid expansion in staff, in line with exploding Select membership sales, while ensuring the highest level of service quality is maintained.
- Managing closed loop process flows for escalation management to ensure that even unsatisfied customers are delivered an experience which Shaadi.com can be proud of.
What you should have :
- 4-8 years of relevant experience , preferably in Internet industry.
- Should be based out of Mumbai.
- Should be currently working in Night shift.
- Good Understanding of Quality metrics and process improvements.
- Drive performance management by applying and implementing best in class performance metrics.
Job Classification
Industry: InternetFunctional Area / Department: Customer Success, Service & Operations,
Role Category: Customer Success, Service & Operations - Other
Role: Customer Service
Employement Type: Full time
Contact Details:
Company: People GroupLocation(s): Mumbai
Keyskills: CSAT NPS Escalation Management Service Improvement Complaint Management SLA Customer Satisfaction Service Level Agreement Grievance Management
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People Group
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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