AM - Customer Relations
at Instantpay
3 - 5 yrs
₹2L - ₹4L / yr
Delhi, Gurugram, Noida
Skills
Customer Success
Client Servicing
Communication Skills
Customer Relationship Management (CRM)
Data AnalyticsOperations
Team Management
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
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About Instantpay
Founded :
2013
Type :
Services
Size :
100-1000
Stage :
Profitable
About
Instantpay is a digital payments platform which is aggregating a host of services and distributing them to consumers through a network of local stores and vendors present across India.
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