We are looking for Telesales/Inside Sales/ CCE-Outbound candidates for our Delhi Office (Nehru Place) having experience of 0-3 years. Fresher candidates having good communication can also apply. We are looking candidates for various languages , all will be based out of Delhi Location. (Tamil/Telugu/Kannad/Bengali/Marathi/Punjabi/Hindi/English) Co Name : InstantPay About instantPay is a business unit of SMSdaak India Limited. Incorporated in 2010, SMSdaak is a fast growing provider of electronic payment and transaction processing systems to service providers, financial institutions, distributors, retailers and individuals. SMSdaak has deployed highly scalable, automated and secure transaction processing systems that enable Service Providers to bill consumers for their services in a clutter-free and convenient way. Financial Institutions and Merchants are now able to leverage this system to provide a host of supplementary services to their consumers, thus up-selling and cross-selling their existing portfolios. At present, our network comprises of 50,000+ outlets across districts in India, accepting collections for the leading telcos and direct to home service providers. Services from various other service / content providers are also being dispensed.
Job brief We are looking for Asst. Manager - Customer Relations who is experienced enough to provide excellent customer service and to promote this idea throughout the organisation. The goal is to keep the helpdesk running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations. The Asst. Manager - Customer Relations sets the vision, direction, and culture of his team by managing individual and team performance expectations and goals, maintaining singular focus on ensuring and improving customer satisfaction, by identifying broader customer impacting issues and implementing solutions to drive quality and productivity, while achieving real time desired service levels. Responsibilities Develop service procedures, policies and standards Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate Take ownership as a Nodal Officer of the escalated issues and ensure speedy resolution Organize, prioritize and schedule issues based on the severity of the issue Focus on SLA management, quality and customer experience Keep accurate records and documents of customer service actions and discussions Analyse statistics and compile accurate reports Assist in developing and implementing training programs to improve the quality and productivity of the team Expected to be 2nd in line to the Operations managers and at times might be required to perform delegated duties of Operations Manager Carrying out supervisory responsibilities in line with the organization’s policies Requirements Proven working experience in providing customer service support and team management Direct experience in support operations Demonstrated ability to direct and manage a group of people Strong client-facing, interpersonal and communication skills Advanced troubleshooting and multi-tasking skills Ability to handle complex and ambiguous scenarios Can adapt well to changing circumstances, direction, and strategy Ability to support business and provide solutions to customer pain points Proven ability to manage reporting and analysis Ability to effectively and efficiently complete difficult goals or assignments Confident in using Microsoft Office especially Excel and Powerpoint Advanced computer skills using a variety of programs highly desired Round the clock availability, including willingness to work on weekends, and outside of the "standard" work day Bachelor’s degree, preferred Project Management & knowledge of Six Sigma/Lean Processes, MBA is a plus