11+ Field operations Jobs in Mumbai | Field operations Job openings in Mumbai

Roles & Responsibilities: 

• Responsible for the implementation and support for Safetrax tool for large corporates and fleet partners 
• Act as single point contact for all client queries. 
• Serve as a primary point-of-contact for Client satisfaction and act as the liaison between the clients, sales and other functional groups. 
• Managing the entire show of Account Management and supporting clients.
• Owning the long term as well as the short-term growth strategy of the account(s).
• Participate in internal planning activities to develop schedules and align resources for projects and support activities. 
• Showcasing a consulting mindset by acting as a solution provider rather than an order taker. 
• Find opportunities to bring in automation/orchestration in order to enhance client service experience. 
• Respond to queries from potential and existing customers, communicate Safetrax's value proposition and negotiate deals successfully. 
• Understand client needs and address within defined TAT 

Knowledge & Experience: 

• Bachelor's degree and demonstrated prior Account/Service Management experience.
• Information Technology experience 
• Strong written and oral communication skills. 
• Strong Microsoft Office skills (Excel, PowerPoint ) 
• Strong aptitude for learning new technologies and processes and an understanding of how to apply these in a customer facing environment 
• Understand technical risks and supportability parameters 
• Strong decision-making skills. 
• The ability to analyse, think innovatively, adapt and drive new best practices.
• The ability to farm the account through relationship management.

Designation: Account Director Team: Account Management

Grade: 6

Job Location: Mumbai/ Gurugram

Reporting Manager: Business Head

Job Purpose

The Account Director is responsible for maintaining a leadership position in the market by contributing to:

● Success of a set of assigned client accounts, leading to account renewals and upsells

● Building of capable, independent and motivated teams

● Accurate internal planning, budgeting and forecasting

Role Responsibilities & Deliverables

1. Strategic ● Create plans, budgets & forecasts for internal consumption and usage ● Review & vet decoded client briefs of existing clients every quarter and of new clients as they come in ● Create and communicate Annual Operating Plans (AOP) basis the clients’ decoded briefs. Update the AOP incase of significant modifications in the client’s brief or digital platform policies during the course of the year ● Create quarterly execution plans based on internal plans and decoded client briefs ● Update resource planning basis quarterly FTE and utilization mapping ● Maintain monthly client P&Ls ● Ensure achievement of billing targets by the team ● Ensure timely renewal of contracts. Identify any obstacles to contract renewal well in advance, and resolve (or escalate) the same

2. Communication & Coordination

● Monthly / Quarterly (as pre-defined) meetings with clients to build relationship, understand client’s strategic / growth plans and identify upsell opportunities ● Monthly communication with clients to provide updates and collect feedback ● Ensure timely and proactive response to client emails (by self and by team) Mumbai | Gurugram

3. Account Management

● Brainstorm (when required) with relevant teams for client pitches and execution of briefs ● Ensure accurate referencing and industry benchmarking by the team ● Upsell offerings to existing clients based on specifically identified needs of the client ● Strategic intervention and inputs to the competitor analysis process. Identify process improvements, new potential offerings and internal training needs basis the same

4. Finance ● Follow up with the client for any overdue payment and ensure it’s release incase the Associate AD isn’t able to ● Review quarterly financial trackers and update the management on the same. Provide necessary inputs and course correction where required

5. Team ● Hire capable, independent resources that can understand, communicate and execute client briefs accurately ● Create a team culture of research and self-development ● Work with the L&D team to structure training programs that directly impact work quality along with specific competencies

Core Competencies

1. Business & Financial Acumen ● Fluency in comprehending, tracking and maintaining financial data ● Keenness in understanding Client business with the aim at linking team efforts with Client revenue

2. Leadership & Team Management ● Lead by example & mentor team members ● Keep team members motivated at all times ● Ensure quality resources are brought on board ● Provide appropriate level of feedback concerning team progress (via performance reviews and on the job feedback) ● Train, mentor and motivate the team Mumbai | Gurugram

3. Industry Knowledge ● Monitor competitor offerings and identify potential business avenues ● Update self and the team on the latest industry trends

4. Customer Focus ● Keep client needs in mind while framing strategies ● Timely resolution of client escalations

5. Planning & Organizing ● Tactfully prioritise tasks and projects to manage work across brands ● Deliver quality work within deadlines with the available resources

6. Communication ● Excellent written and verbal skills ● Ability to clearly articulate complex ideas and strategies to clients and the team ● Ability to sell work and ideas, and respond positively to feedback

Desired Qualifications & Expereince

1. UG - Any Graduate - Any Specialization OR PG - Any PG Course – Any Specialization; Post Graduation Not Mandatory.

2. Candidates with 5+ years of work experience can apply. Should have preferably been involved in Client Servicing, Strategy and Execution – All three

3. Prior team management experience preferred

4. Proven & demonstrable experience of being able to work under pressure and multi-task. Should be comfortable with handling pressure since the role demands it

Qualification: Doesn’t matter. Skills and experience do.

Objectives of this Role

• Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
• Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team
• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings

Daily and Monthly Responsibilities

• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
• Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals
• Collaborate, problem solve, and/or strategize upcoming client meetings with team members
• Prepare necessary documentation or visuals for client to demonstrate performance of campaigns; analyze trends in NPS scores to identify areas of improvement
• Work with the sales and marketing team to drill customer references and develop case studies

Requisites

• 0-3 years of experience in communications, marketing, sales, account management, or customer success
• Strong verbal and written communication, strategic planning, and project management skills
• Analytical and process-oriented mindset
• Comfortable working across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities
• Readiness to travel to client location as and when required
•  

Work location:

Candidates must be based out of Mumbai. Work from office @ WeWork Malad.

Salary:

We highly value talent and experience. Competitive salary or better.

Customer Success Executive Responsibilities:

• Visit & Manage client site.
• Sustain business growth and profitability by maximizing value.
• Provide assistance for using our product properly.
• Hold product demonstrations for customers.
• Verify whether the process is functioning properly.
• Handle and resolve customer requests and complaints.
• Minimize customer churn.

Customer Success Executive Requirements:

• Communications or marketing degree.
• Highly organized and able to multi-task.
• Self-driven and proactive nature.
• Excellent communication and interpersonal skills.
• Demonstrate leadership qualities.
• High computer literacy and ability to learn new software.
• Knowledge of customer success processes.
• Experience in document creation.
• Patient and active listener.
• Passion for service.

Why work for Flowace?

• Opportunity to grow the product 100x as the product is of world-class standards
• Freedom and flexibility to be a real leader, to ideate and implement strategies in real-time, without wasting time waiting for approvals
• Very healthy work environment and work-life balance
• Extremely collaborative and helpful team members to work with
• Employee engagement programs such as Fun Fridays, Wellness, and Community Building
• 5 days of hungry hustling and 2 days of absolute rejuvenation every week
• Once the DNA of Flowace goes into the blood, it will serve the candidate very well for his/her entire career and life, irrespective of how long he/she works at Flowace

Company Website - https://flowace.in/" target="_blank">https://flowace.in/

JOB DESCRIPTION / ROLES & RESPONSIBILITY

Job Title
Customer Experience Champion

Location
Chennai, Mumbai, New Delhi, Kolkata, Hyderabad, Bangalore

Salary
INR 4,00,000 – 5,00,000 per annum

Position Summary

As a Customer Experience Champion, you will work as part of SunEdison’s Customer Experience team. This role requires a results-focused individual who can liaise with our Customer Experience, Sales and Operations teams. Further, supporting the Sales teams, to deliver high-quality service to SunEdison’s clients. This position is created for calling active and budding clients to encourage understanding of our product. Addressing clients' uncertainties, grievances, and suggestions on time. Noting important details of each conversation. Must be comfortable in presenting products or services over the phone as well as dealing with doubts. If you have a passion for delivering measurable results and client success, we want to hear from you.

The Objectives of this role include

• Directly leads all aspects of a team of a max of 10 Individual Contributors including the sales team, operations team and customer experience specialists.
• Partner closely with Sales and Operations Team in their respective region
• Ensure timely submission and follow-up on all call information submitted across businesses
• Arrange Client meetings with the Sales Team
• The goal is to help the company grow by bringing in customers and developing business
• Correspondence to clients like clarifications, queries, and other details about our business
• Convincing customers to close the lead and grow the business
• Follow up with the client, may include site visit as well
• Relationship management
• Drive to engage clients on new products and features
• Understanding customer journey thoroughly
• Coordinating customer requests with internal stakeholders (ops team, survey team)
• Coordinating customer’s requests with external stakeholders (Distribution Companies, etc)

Position Responsibility

• Contact potential or existing customers to inform them about a product or service using scripts
• Answer questions about products or the company and ask questions to understand customer requirements to close sales
• Handle grievances to preserve the company’s reputation
• Go the “extra mile” to meet sales quota and facilitate future sales
• Keep records of calls and sales and note useful information
• Directly communicating between the Client and SunEdison’s team and performance management
• Manage and coordinate inter-team-members relationships
• Team level Key Performance Indicators
• Bridge the gap between client, sales team and operations team for Solar Panels
• Noting down customer requests exhaustively
• Ultimate focus on delighting the customer
• Pulling in the relevant subject matter expert in their conversation with the customer as and when required.
• Ensuring all teams deliver to customers in their respective TAT

Position Experience

• Minimum 1-3 years of relevant experience, preferably worked in a BPO Industry, Energy Sector, B2C relationship management, customer service (servicing internal or external customers), consumer-facing sales organization handling inbound & outbound calls, CRM systems.

Position Academic Qualification

• Graduation in any discipline.

Desired Technical Skills

• MS Excel tools and Basic CRM Tools
  
  

Desired Soft Skills

• Should have attention to detail
• Communication Skills (Verbal and Written)
• Interpersonal Skills
• Analytical & Problem-Solving Skills
  
  

Language Proficiency

• English- Must Have
• Hindi/Bengali/Telugu/Assamese/Gujarati/Kannada/Marathi – Good to have

Role:  Customer Service Representative

Job type: Full time 

Role type: Operations / Call center

Location: Mumbai

Functional Area:   Need to attend and make Inbound and outbound calls and maintain the service quality.

About the role: 

We are looking for a Customer Service Representative, or CSR, who will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

You will be responsible for -  

• Manage incoming phone calls from the Company’s Customer Service number
• Generate sales leads if needed for equipment upsells and trade-ins
• Understand and document Customers’ needs in order to help them with a resolution for their call and enter the same in a CRM system
• Provide accurate, valid and complete information by using the right methods / tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Go the extra mile to engage customers

Requirements –

• All candidates must be proficient with the English as the primary language of communication with Hindi as a second language
• Proven customer support experience or experience as a Client Service Representative
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiarity working with Customer Relationship Management (CRM) systems and practices
• Customer orientation and ability to adapt/respond to unscripted scenarios that may come up
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively

Qualification & Experience: 

• Any Graduate or Post Graduate or HSC
• 1 Year of Professional Experience.

Great to have’s: Must have skills or competencies.

• Strong written and verbal communication skills
• A basic understanding of mobile phones and computers (Apple)
• Being able to work in a fast-paced multidisciplinary environment as in a competitive landscape new data keeps flowing in rapidly and the world is constantly changing

What we offer you? 

• An open minded, collaborative culture of enthusiastic technologists.
• Getting to work with our clients and be part of the next level evolution.

About Andesoft Consulting: 

Andesoft is a boutique interactive services shop strategically combining business analytics and design. The primary domain expertise covers, Web architecture, CMS and CRM technologies
Market and business analytics to achieve better market segmentation and campaign management
Custom off-line and on-line interactive applications
The 3 major business verticals we specialize in are Health Care, Financial Services, and Public and Non-profit Sectors.

Company Profile: http://www.andesoftconsulting.com

• Track & effectively address queries with timeliness and accuracy.
• Answer incoming queries over phone and emails

• Resolve any customer complaints in a prompt and professional manner.
• Collaborate to ensure customer satisfaction.

• Should be able to work, manage & maintain the CRM software.
• Coordinate with internal managers for updating data
• Maintain complete and accurate customer correspondence data.