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:

1. Get Member Connected:

- Facilitate connections between members based on preferences and profiles.

- Ensure a seamless onboarding experience for clients.

2. Client Feedback:

- Collect and analyze feedback from clients to continuously improve services.

- Address and resolve client concerns promptly.

3. Open Client Preferences:

- Understand and open preferences of clients to enhance matchmaking accuracy.

- Suggest and implement improvements based on client preferences.

4. Business Opportunity:

- Identify and source new business opportunities to expand the customer base.

- Contribute to the growth and success of the matchmaking service.

5. Renewal Target:

- Maintain a renewal target of 80% by fostering strong client relationships.

- Proactively engage with clients for renewals.

6. Profile Enhancement:

- Regularly enhance profiles to showcase the best attributes of members.

- Ensure accuracy and completeness of member profiles.

7. 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.

8. SLA Management:

- Maintain a Service Level Agreement (SLA) of 90% for response and resolution times.

- Implement improvements to meet or exceed SLA standards.

9. Quality Score Maintenance:

- Ensure a consistent quality score of 90% for all customer interactions.

- Implement measures to improve call quality.

10. Wow Experience Culture:

- Foster a culture of delivering wow experiences to clients.

- Implement initiatives to exceed customer expectations.

11. Team Management:

- Manage the customer service team effectively.

- Handle escalations and maintain a zero-escalation goal.

12. 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:

1. Honesty: Maintain transparent and truthful communication with clients and team members.

2. Communication Skills:

- Strong written and oral communication skills in Punjabi and English.

- Effective negotiation skills.

3. Empathy: Demonstrate empathy towards clients and team members.

4. Email Writing Skills: Ability to craft clear and professional emails.

5. Retention Skills: Proven ability to retain clients and foster long-term relationships.

6. Client-Centric Behavior: Prioritize and align services with client needs and expectations.

7. Active Listening: Skillful in actively listening to client concerns and feedback.

8. Customer Happiness Centric: Focus on ensuring customer happiness and satisfaction.

9. Creative Skills: Think creatively to enhance matchmaking and client experiences.

10. Coaching Skills: Ability to coach and develop team members.

11. Client Loyalty Skills: Implement strategies to build and maintain client loyalty.

12. Detail Oriented: Pay meticulous attention to detail in all aspects of service delivery.

13. Solution-Focused: Approach challenges with a solution-oriented mindset.

14. Language Proficiency: Proficient in Punjabi, English, and Hindi.