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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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