Customer Support Executive

About Us:

matrimony.com Ltd is one of India’s largest consumer internet companies and the most trusted matrimony brand in the world with a strength of over 3500 associates in India and abroad. We are India's first consumer Internet Company to get listed with market capitalization of more than Rs.2000 Crores. 

Department Overview:

Customer Service department provides professional and high-quality assistance to customers of matrimony.com throughout the customer life cycle.

Role Overview:

Ideal candidate would be someone who can lead our representatives to better performance and improve service quality. The call center leader will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes to better support customers. Should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings. The ideal candidate would be responsible for handling customer grievances and queries efficiently and ensure timely resolution by coordinating with the cross- functional departments, also using the opportunity to pitch in for sales wherever possible. The Team Lead should be a subject matter expert evidenced by exceeding all productivity and quality goals.

Key Responsibilities:

Work closely with the team, motivating and coaching them Manage day-to-day line activities, prioritise, and make risk/impact assessments within existing processes and procedures towards achieving SLAs, reducing Repeats, increase FTR & OCR. Aware of key matrices like AHT, CSAT, quality score, shrinkage, attrition Handling escalated calls, complaints, questions, and queries as necessary.  Carrying out team meetings and actively participating in the monthly and weekly meetings. Audit employee calls, tickets and provide both documented and verbal feedback on the improvement areas Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives Ability to interact with the customers directly and take ownership to resolve an issue on behalf of a team member. Looking constantly for development as well as continuous improvement for the entire team. Monitoring, organizing, and coaching team on a day-to-day basis. Documenting general reports on each team member’s performance and targets as well as ensuring that they exceed the targets. To drive the sales Identifies the root cause for customer complaints and works with the management to provide appropriate solution and avoid repeat complaints. Own and manage overall resolution TAT and ensure 100% adherence to agreed turnaround time Ensure desired output in terms of Productivity, Quality, CSAT, ASAT

Skill and Competencies:

Multilingual fluency (minimum 1 regional languages and English)  Interpersonal Skills - Ability to patiently handle diverse customers & easily connect with them A passion for customer engagement and a desire to delight customers by taking ownership to resolve the customer’s issues. Passion to learn - Ability to acquire in depth Process/product knowledge Knowledge of performance evaluation and customer service metrics Problem solving ability Influencing skills – demonstrated experience in influencing internal/external customers towards a win-win situation. Customer focus & able to display a strong sense of urgency Strong negotiation skills, conflict management skills Ability to work effectively in high stress situations Dealing with complexity, analysing information and implementing the company’s vision of customer obsession.

Education and Experience:

Graduation and above Minimum 3-5 years of proven relevant experience in team handling of minimum 25-30+ FTEs primarily in inbound contact centre. Additional experience in email, chat, social media or escalation desk would be given preference Ability to handle multiple queues of inbound, outbound. Proficiency in MS-office

• It is a Full Time Customer Support / TeleCaller job for candidates with 0 - 1 years of experience.

More about this Customer Support Executive job

1. What is the eligibility criteria to apply for this Customer Support Executive job?
   Ans: The candidate should be Graduate and above and above with 0 - 1 years of experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹13000 - ₹17000 per month + Incentives that depends on your interview. It's a Full Time job in Chennai.
3. How many working days are there for this Customer Support Executive job?
   Ans: This Customer Support Executive job will have 6 working days.
4. Are there any charges applicable while applying or joining this Customer Support Executive job?
   Ans: No, there is no fee applicable for applying this Customer Support Executive job and during the employment with the company, i.e., MATRIMONY.COM.
5. Is it a work from home job?
   Ans: No, it’s not a work from home job and can't be done online.
6. How many openings are there for this Customer Support Executive role?
   Ans: There is an immediate opening of 10 Customer Support Executive at MATRIMONY.COM
7. Who can apply for this job?
   Ans: Both Male and Female candidates can apply for this Customer Support / TeleCaller job.
8. What are the timings of this Customer Support Executive job?
   Ans: This Customer Support Executive job has Day Shift.