customer service matchmaker
Aces Global Consulting Pvt Ltd
Location
Delhi | India
Job description
Job Description
Skills needed- Customer interaction, Sales, achiveing target, generate business, profile enhancement, SLA Management, Team audit, Coaching, training and hiring.
Location- Netaji Subhash Place, New Delhi (WFO) (Need local candidates only)
Experience- 1-4 Years
Relevant experience- 1 year is needed
Budget- 4.80 LPA-5.40 LPA (salary will vary as per experience)
Shift timimgs- 10pm-7am
Notice period- Immediate-15 days
Interview process- F2F only
Communication:- Fluent in English, Hindi and Punjabi
Working Days- 6 Days working (1st and 3rd Saturday are off)
Roles & Responsibilities - Get Member Connected:
- Facilitate connections between members based on preferences and profiles.
- Ensure a seamless onboarding experience for clients.
- Client Feedback:
- Collect and analyze feedback from clients to continuously improve services.
- Address and resolve client concerns promptly.
- Open Client Preferences:
- Understand and open preferences of clients to enhance matchmaking accuracy.
- Suggest and implement improvements based on client preferences.
- Business Opportunity:
- Identify and source new business opportunities to expand the customer base.
- Contribute to the growth and success of the matchmaking service.
- Renewal Target:
- Maintain a renewal target of 80% by fostering strong client relationships.
- Proactively engage with clients for renewals.
- Profile Enhancement:
- Regularly enhance profiles to showcase the best attributes of members.
- Ensure accuracy and completeness of member profiles.
- Coaching and Team Audit:
- Provide coaching to the team on customer service best practices.
- Conduct regular audits to ensure service quality and adherence to processes.
- SLA Management:
- Maintain a Service Level Agreement (SLA) of 90% for response and resolution times.
- Implement improvements to meet or exceed SLA standards.
- Quality Score Maintenance:
- Ensure a consistent quality score of 90% for all customer interactions.
- Implement measures to improve call quality.
- Wow Experience Culture:
- Foster a culture of delivering wow experiences to clients.
- Implement initiatives to exceed customer expectations.
- Team Management:
- Manage the customer service team effectively.
- Handle escalations and maintain a zero-escalation goal.
- Training and Hiring:
- Train the team on customer life cycle, challenges, and retention strategies.
- Hire team members as per business needs, ensuring a skilled and motivated workforce.
Skills Required - Honesty: Maintain transparent and truthful communication with clients and team members.
- Communication Skills:
- Strong written and oral communication skills in Punjabi and English.
- Effective negotiation skills.
- Empathy: Demonstrate empathy towards clients and team members.
- Email Writing Skills: Ability to craft clear and professional emails.
- Retention Skills: Proven ability to retain clients and foster long-term relationships.
- Client-Centric Behavior: Prioritize and align services with client needs and expectations.
- Active Listening: Skillful in actively listening to client concerns and feedback.
- Customer Happiness Centric: Focus on ensuring customer happiness and satisfaction.
- Creative Skills: Think creatively to enhance matchmaking and client experiences.
- Coaching Skills: Ability to coach and develop team members.
- Client Loyalty Skills: Implement strategies to build and maintain client loyalty.
- Detail Oriented: Pay meticulous attention to detail in all aspects of service delivery.
- Solution-Focused: Approach challenges with a solution-oriented mindset.
- Language Proficiency: Proficient in Punjabi, English, and Hindi.
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