Client Servicing Associate - Email / Chat Process (Int'l E-Commerce)

Overall responsibility:

• Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.
• Establishes performance metrics for customer service representatives. Establishes service levels and requirements for the department.
• Develops and implements methods to record, assess, and analyse customer feedback.
• Develops and implements training and quality assurance programs for new hires and experienced employees.
• Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention. Acts as a liaison between the customer service department and other divisions in the company.

Day to day responsibilities :

• Managing the customer support department’s day-to-day functions. Responding to escalated customer support issues.
• Implementing customer support processes to enhance customer satisfaction.
• Formulating and revising customer support policies and promoting their implementation. Informing the team of all new information related to products, procedures, and trends.
• Assessing support statistics and preparing detailed reports on the findings.
• Interviewing and hiring new employees. Overseeing and evaluating the team's ongoing training efforts.
• Delivering performance evaluations and following the disciplinary process according to company policy. Managing the budget of the customer support department

Mandatory Certifications:

• ISO
• Six Sigma BB

Why Join Us : 

1. Start-up Environment - Work with a passionate and energetic team that is driven by hustle, comradeship, and togetherness

2. Compensation & Benefits – Best-in-class salaries to highly competitive ESOPs along with great learning work environment, we offer you a place full of opportunities to customize your career trajectory

3. An Environment for Innovation - We create a culture for innovation by giving an employee the prowess to create, make and innovate.

4. We've got you covered - From medical insurance, well-defined policies to flexi WFH options, scrumptious lunch to some amazing learning and development sessions- we've got your back!

5. Cool Perks – Come and get to join us for in-house events, team outings, dinner catchups, and much more

Job Description :

• Lead Generation, Customer Nurturing, Client Relationship and Co-ordination with the Reporting Manager.
• He / She should be able to play the “hunter” role.  
• Lead generation through Cold-Calling.
• Need to perform qualification at the different stages of cold-calling.
• Ability to nurture the contacts from the database with regular follow ups and build up their interest level to generate opportunities for new business.
• To work with spreadsheet and CRM software.
• To execute an outbound campaign.
• Able to refine the given data to improve quality of it as per the need of the campaign.
• To sell technology solutions and IT products.
• Identify opportunities for campaigns, services, and fix direct meetings with clients, leading to an increase in sales.
• Strong research and strategic analysis skills.
• High competency working with Microsoft office.
• Good Communication Skill (Written and Oral), Ability to understand the accent of a client over phone. Good command over English as primary language.
• Should be flexible to adapt work hours and timings as per the need of the campaign to execute with desired geography.

About the company

Extramarks is a leading educational - technology company, creating student-friendly digital learning solutions and keeping pace with globalization and technology in education. We have been in the market for the last 13 years operating different verticals PAN India. We provide education learning techniques across India, Singapore, Kuwait, UAE and South Africa. We at Extramarks are looking for Customer Relations Executives tasked with leading a team of executives and maintaining fruitful relations with our existing customers. The priority is to assist the organization to acquire new customers, and to maintain a good relationship with our existing ones. This means effective business development and customer relations executives are in massive demand in nearly every job sector there is including business to business, business to customer and even non –profit organizations.

About the role

The role being offered is Customer Relations Executive for B2C segment. As a Customer relations executive, you will be required to maintain continuous contacts with our existing customers and ensure the highest level of Engagement score.

Location

Noida, India

Roles and responsibilities

1. Keep abreast with Extramarks latest offerings and best practices
2. Ensure smooth onboarding of the user/customer, and tell them about the features of the product for better engagement of the Customer
3. Maintain and strengthen relationship with existing customers
4. Collaborate with the support team (technical and academic) to address customer queries
5. Conducting in-depth needs assessments to better understand each customer’s requirements to ensure highest satisfaction and Higher Utlization of the Application
6. Prompting clients to upgrade their existing packages and to purchase additional offerings.
7. Harnessing relationships to generate leads from referrals to maximize our profits.
8. Ensuring a good renewal rate of the subscribed packages
9. Retain customers who raised an issue for refund/cancellation

Selection process

There are two rounds for the selection process:

➢ PI - 1st Round

➢ PI - 2nd Round

Expectation

• B.E. / B.Tech, MBA, PGDM, Or Any Graduate/Post Graduate
• Excellent interpersonal and communication skills

• Build enduring relationships with the clients and display an understanding of the client, industry, and business environment.

• Responsible for the P&L of the department.
• Track and review the entire operations process, weighing them against the set business targets in order to determine the effectiveness of any initiatives and implement necessary changes and solutions.
• Ensuring high-quality customer experience with brief understanding and validation to design project development and coordination from concept to execution stages.
• Take complete ownership of projects from start to finish. Manage customer negotiations and payment.
• Work closely with the client and your interior design and execution team to finalize the home design, 3D designs, and GFC (Good for Construction) Ensure the highest level of Design quality along with client satisfaction is maintained.
• Collaborate with the team and be accountable for all deliverables of team members.
• Develop strategic short/ long range plans to ensure on-time project completion.
• Devise project management guidelines, review projects with various stakeholders, coordinate staffing/scheduling, evaluate commercial project contracts, and establish milestones Plan, monitor and analyze key metrics for the day-to-day performance of the operations to ensure efficient and timely completion of projects.
• Collaborate with leadership in the development of performance goals and long-term operational plans.
• Maximize efficiency and productivity through extensive process analysis and interdepartmental collaboration.
• Set strategic goals for operational efficiency and increased productivity such as developing at least 10 vendors in each category and complete their onboarding.
• Hire and grow the team as per the organization's requirements with Human Resources.
• Analyze current operational processes and performance, recommending solutions for improvement.
• Develop, implement, and monitor day-to-day operational systems and processes that provide visibility into goals, progress and obstacles. 
• Build and maintain relationships with all department heads, external partners, and vendors to make decisions regarding operational activity and strategy.
• Devise strategies to ensure the growth of programs enterprise-wide, identifying and implementing process improvements that will maximize output and minimize.
• Uphold local governmental policies and standards, ensuring legislative regulations are followed for all.

Designation- Customer Service Representative

Job Location- Kaikondrahalli, Sarjapur Road, Bangalore

Educational & Skill-Set Qualifiers:

Education - Graduation/HSC qualified,

Excellent verbal and written communication skills.

Good Interpersonal skills, and numerical and analytical ability.

Decision-making skills.

Languages -

English & Hindi mandatory, Kannada/Tamil/preferred

6 days a week and the week-off will be on weekdays.

Specific Responsibilities:-

• Handle Inbound and Outbound calling for customer service.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive
•  
• Provide accurate, valid, and complete information by using the right methods/tools.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits
• Conduct follow-ups to ensure complete resolution of issues.
• Keep records of customer interactions and process customer accounts.
• Follow communication procedures, guidelines, and policies.
• Take the extra mile to engage customers.

Remunerations- Fixed CTC (20k to 27k for 0-4 yrs of exp. respectively ) + 30% incentive