కస్టమర్ సపోర్ట్ ఎగ్జిక్యూటివ్

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 కస్టమర్ మద్దతు / టెలికాలర్ job for candidates with 0 - 1 years of experience.

కస్టమర్ సపోర్ట్ ఎగ్జిక్యూటివ్ job గురించి మరింత

1. కస్టమర్ సపోర్ట్ ఎగ్జిక్యూటివ్ jobకు apply చేయడానికి అర్హతా ప్రమాాణాలు ఏమిటి?
   Ans: అభ్యర్థికి గ్రాడ్యుయేట్, అంత కంటే ఎక్కువ మరియు అంతకంటే ఎక్కువ 0 - 1 years of experience అనుభవంతో ఉండాలి
2. ఈ Job రోల్ కోసం నేను ఎంత జీతం ఆశించగలను?
   Ans: మీ ఇంటర్వ్యూపై ఆధారపడి శాలరీ ₹13000 - ₹17000 నెలకు + ఇన్సెంటివ్‌లుని మీరు ఆశించవచ్చు. ఇది చెన్నైలో Full Time Job.
3. కస్టమర్ సపోర్ట్ ఎగ్జిక్యూటివ్ job కొరకు ఎన్ని పనిదినాలు ఉన్నాయి?
   Ans: ఈ కస్టమర్ సపోర్ట్ ఎగ్జిక్యూటివ్ jobకు 6 working days ఉంటాయి.
4. ఈ కస్టమర్ సపోర్ట్ ఎగ్జిక్యూటివ్ jobకు apply చేసేటప్పుడు లేదా చేరేటప్పుడు ఏవైనా ఛార్జీలు ఉన్నాయా?
   Ans: లేదు, ఈ కస్టమర్ సపోర్ట్ ఎగ్జిక్యూటివ్ jobకు కంపెనీలో ఉదాహరణకు, MATRIMONY.COMలో పనిచేసేటప్పుడు ఎలాంటి ఫీజులు వర్తించవు.
5. ఇది ఇంటి నుండి పని చేసే పనినా?
   Ans: లేదు, ఇది ఇంటి వద్ద నుంచి Job కాదు మరియు ఆన్‌లైన్‌లో చేయలేం.
6. ఈ కస్టమర్ సపోర్ట్ ఎగ్జిక్యూటివ్ రోల్ కు ఎన్ని ఓపెనింగ్‌లు ఉన్నాయి?
   Ans: MATRIMONY.COM వద్ద 10 కస్టమర్ సపోర్ట్ ఎగ్జిక్యూటివ్ ఇమ్మీడియెట్ ఓపెనింగ్ ఉంది
7. ఈ Jobకు ఎవరు apply చేసుకోవచ్చు?
   Ans: ఈ కస్టమర్ మద్దతు / టెలికాలర్ jobకి పురుష, మహిళా అభ్యర్థులు apply చేసుకోవచ్చు.
8. ఈ కస్టమర్ సపోర్ట్ ఎగ్జిక్యూటివ్ Job టైమింగ్స్ ఏమిటి?
   Ans: ఈ కస్టమర్ సపోర్ట్ ఎగ్జిక్యూటివ్ job Day Shift కలిగి ఉంది.