कस्टमर सपोर्ट एग्जीक्यूटिव

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

• इस फुल टाइम ग्राहक सहायता / टेलीकॉलर Job में 0 - 1 वर्षो का अनुभव वाले उम्मीदवारों की जरुरत है।

इस कस्टमर सपोर्ट एग्जीक्यूटिव जाब के बारे में अधिक जानकारी

1. इस कस्टमर सपोर्ट एग्जीक्यूटिव जाब के लिए आवेदन करने के लिए पात्रता मानदंड क्या है?
   Ans: उम्मीदवार ग्रेजुएट होना चाहिए और उसके पास 0 - 1 वर्षो का अनुभव होना चाहिए।
2. मैं इस जाब की रोल के लिए कितने वेतन की उम्मीद कर सकता हूं?
   Ans: आप ₹13000 - ₹17000 प्रति महीने + इन्सेन्टिव के वेतन की उम्मीद कर सकते हैं जो आपके इंटरव्यू पर निर्भर करता है। यह चेन्नई में एक फुल टाइम जाब है।
3. इस कस्टमर सपोर्ट एग्जीक्यूटिव जाब के लिए कितने कार्य दिवस हैं?
   Ans: इस कस्टमर सपोर्ट एग्जीक्यूटिव जाब के लिए कार्य दिवस 6 दिन का होगा।
4. क्या इस कस्टमर सपोर्ट एग्जीक्यूटिव जाब के लिए आवेदन करते समय या इस जाब को ज्वाइन करने के बाद कोई शुल्क भी लागू होता है?
   Ans: नहीं, इस कस्टमर सपोर्ट एग्जीक्यूटिव जाब के लिए आवेदन करते समय या इस जाब को ज्वाइन करने के बाद कोई भी शुल्क नहीं लगता है !
5. क्या यह कस्टमर सपोर्ट एग्जीक्यूटिव जाब घर से किया जा सकता है?
   Ans: नहीं, यह जाब घर से ऑनलाइन नहीं किया जा सकता है।
6. इस कस्टमर सपोर्ट एग्जीक्यूटिव जाब के लिए कितनी रिक्तियां हैं?
   Ans: MATRIMONY.COM में तत्काल कस्टमर सपोर्ट एग्जीक्यूटिव के लिए 10 रिक्तियां हैं!
7. इस कस्टमर सपोर्ट एग्जीक्यूटिव जाब के लिए कौन आवेदन कर सकता है?
   Ans: पुरुष और महिला दोनों उम्मीदवार इस ग्राहक सहायता / टेलीकॉलर जाब के लिए आवेदन कर सकते हैं।
8. इस कस्टमर सपोर्ट एग्जीक्यूटिव जाब के लिए टाइमिंग क्या है?
   Ans: इस कस्टमर सपोर्ट एग्जीक्यूटिव जाब में Day की शिफ्ट है।