Manager- VIP Customer Service - Mumbai
- People Interactive
- 8 - 10 years
- Mumbai
- 5 years ago
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Job Description
Role We are looking for a high-performing, Service professional who is self-driven and loves to delight for his / her Customers. We are in the business of finding people a match for a lifetime of happiness. Somebody who is jovial,Mature, results -oriented and cares deeply for our customers and can balance the needs of our employees, will be able to succeed in this role. The Manager will be custodian of our personalized service customers, and will be responsible for delivering an industry leading customer experience across people, systems and processes. He/she will be completely responsible for the quality of service, revenue generation and profitability of the function. An ideal candidate will be a person who is able to challenge the status quo, and brings the required aggression and problem-solving ability to fulfill those needs in time bound fashion.Responsibilities 1. Provide vision, strategy and leadership for the personalized service function 2. Develop a complete understanding of organization structure, customer requirements, competitor activity, customer experience benchmarks, training, ongoing team development, service channel orders and revenue goals through successful development and implementation of service strategies and tactical plans. 3. Planning and implementation of the Service plans by working in collaboration with stake holders. 4. Is accountable for achieving set targets for CSAT, NPS, SLAs, Service channel revenue (Retentions/Renewals), overall customer experience and Success Stories. 5. An ability to go down on the ground to manage operations directly is a must. 6. Must have a complete understanding of customer experience delivered at various touch points during the customer lifecycle in personalized service and should be deliberate to improve it on an ongoing basis. 7. Assist in the preparation of annual plans to develop comprehensive service plans including appropriate actions Required to ensure achievement of department's targets. 6. Regular reporting on service performance including trends, DSAT, exceptional cases, forecasts, potential callouts, backlog recovery, revenue, competitor activity, customer needs and industry climate. 7. Responsible for attrition control, privacy of the customers data, discipline of the floor, Recruitment, Training & Retention.
Requirements 1. Bachelor's Degree, with MBA preferred. 2. Minimum 8-10 years of work experience with at least 3-5 years of managing a service function independently (100+ workforce). Experience in relationship management field is preferred. 3. Can be an Ambassador of Shaadi.com values and culture on the field. 4. Has the ability to inspire, motivate and lead a team. 5. Excellent communication and people relationship and management skills. 6. A strong commitment to customer service. 7. The ability to work under pressure and handle challenging situations, and manage crises.
Perks and Benefits
incentivesJob Classification
Industry: BPO, Call Centre, ITeSFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Back Office/Web/Transaction Processing
Role: Back Office/Web/Transaction Processing
Employement Type: Full time
Education
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Any Postgraduate in Any Specialization, Post Graduation Not Required
Doctorate: Any Doctorate in Any Specialization, Doctorate Not Required
Contact Details:
Company: People Interactive (I) Pvt Ltd.Location(s): Mumbai
Website: http://careers.shaadi.com
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Keyskills: Attrition Control Organization Structure Customer Service Profitability Customer Experience Operations Team Handling CSAT SLAS Revenue Generation Operations Management
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People Interactive
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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