Location
Gurgaon | India
Job description
Manager - BFS033144
With a startup spirit and 115,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people. Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing., People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower. Welcome to the relentless pursuit of better.
We are inviting applications for the role of Manager, Customer Service (Voice)
Responsibilities
- Responsible for overall process performance of Customer Service Team which handles 80-85% of all Customer Service functions for the real estate client.
- This role will be responsible for successful transition of the process and responsible for setting it up FTR (First Time Right)
- Act as Subject Matter Specialist for the Customer Service processes, complete know how and understanding of the value chain.
- Expectation is that Manager leads the monthly governance meeting with the clients, process leader and maintains a strong client relationship with the key stakeholders.
- Ensure to meet Service Levels Agreement results (daily/weekly/monthly)
- Ensure compliance with the established internal control procedures
- Make calls to customers to learn about & address their needs, complaints or other issues with product/services.
- Engage in active listening with Customers, confirming or clarifying feedback information & diffusing upset customers.
- Identify & escalate priority issues.
- Resolve complex client situations by applying demonstrated knowledge & skills generally acquired through job experiences
- Ensures accurate & timely completion of transactions to meet or exceed client’s SLA.
- Manager will be responsible to deliver the process improvements and transformation as committed as per the contractual obligations.
- Maintain attrition at the lowest level as per corporate target and proactively plan & execute people movement during high volume or attrition.
- Coach & mentor Assistant Manager /Management Trainee/Domain Specialist Trainee for them to manage their teams better and help them on their career pathing to succeed well in their roles.
- Ensure team is trained on all corporate/process and skill-based trainings and knowledge retention and improvement in the team.
- Develop and run metrics that measure the activities performed by Customer Service and present them in a synthesized way.
- Develop and maintain a catalog of reports that enable clients to handle their inputs into the Customer Service processes in an effective way and without bureaucracy.
- Ensure process controls are appropriately established, communicated to employees and timely audited.
- Pro-actively identify the issues or client needs and act.
- Become SME of software and tools utilized by the Customer Service Team. Provide system administration and collaborate closely with technologist to support, maintain, and improve the software products used by the Customer Service team.
- With limited oversight, collaborate with members of Finance, all client departments and other 3rd parties to continuously surface and diagnose inefficiencies to drive forward the design and implementation of process improvements and documentation.
- Develop and run metrics that measure the activities performed by Customer Service and present them in a synthesized way.
- Identify improvement opportunities using benchmarking data, provide demonstrate to Managers in designing and implementing process improvements and efficiencies along with executing on results required.
- Understanding of SLAs and implication of non-compliance
- Ensure the accuracy and timeliness of all reports delivered for all entities and at the consolidated level.
- Create, maintain, and report metrics of key performance drivers .
- Focus on building knowledge in account flow, upstream & downstream accounting.
- Review the SOP Documentation and content creation/improvement.
Qualifications we seek in you
Minimum qualifications
- Any Graduate may apply
- Relevant experience in Customer Service domain
- Should have managed the Customer Service processes for real estate clients in his prior role.
- Experience in team handling of minimum 15-20 employees
- Demonstrated computer skills
- Solid Communication skills
- Solid customer service skills
- Excellent verbal communication, Interpersonal, Analytical Skills & highly proactive in approach
- Establish & Manage client relationship through regular engagement with the client.
- Pro-actively identify the issues or client needs and act.
- High customer service oriented
- Understanding of Visual Basics (Preferred)
Shift
- Working for the US Client.
- Evening Shift: 5:30PM -2:30AM IST
Job tags
Salary
