About Solution Buggy
- Handle recruitment process such as posting advertisement, phone screening for shortlisting,
- Handling joining formalities, arranging interview, employment contracts etc aligned with local regulations, Company policies and procedures.
- Able to generate new ideas on employee engagement activities (like birthday celebration / fun activity/ fitness activities) and doing necessary communication and arrangements.
- Prepare confirmation letters, and monitor contract expiry for renewals. Update and manage employee records. Perform other duties as assigned
- Basic knowledge about the HRM process.
1.Taking care of ticket bookings( air/ train) and accommodation for employees through online portals.
2.re-solving maintenance issues of company assets and arranging routine maintenance. Keeping record of office stationery, maintenance of Fire extinguisher, CCTV, AC, Electricity, Telephone ,Photocopier etc
3. Must have knowledge in IT ( laptop/Mobile) gadgets .Solving issues related to employee laptops.
3.Manages correspondence by answering emails and sorting mail
4.Assists in planning and arranging events, including organising refreshments.
5.Handles expenses and billing cycles of Admin vendors
6.Supervising office boy ,Housekeeping , security guards.
7.Drafts, formats, and prints relevant documents
8.Assists in purchase orders and invoicing
9.Manages outgoing post and records data on special deliveries
Photocopies and files appropriate documents as needed
10.Look after Pantry services.
11. Handling all activities related to the new office set up.
12.Finding cost effective vendors and managing their work and agreements.
13.Must have knowledge on maintaining google calendar,virtual meetings.
Good Written and verbal communication sill( English , Hindi Marathi)
Active listening skill
Problem solving skill without conflicts
Preferred Male candidate.
Grow91 is a Pratilipi initiative to change how creator commerce works in India. To the core, Grow91 is a D2C brand aiming to create great products.
Checkout https://shopping.grow91.com/" target="_blank">https://shopping.grow91.com/ to know more.
About the role:
All things customer happiness. You will be the bridge between Grow91 and customers/potential customers - directly managing the customer happiness index.
Do whatever it takes to create Grow91 one of the best in customer satisfaction at scale :)
What we offer:
Rocketship career growth - this is our personal responsibility. We believe in mentorship and supporting you to achieve your goals. We have one of the highest team NPS in the world.
NO NIGHT SHIFTS FOR GIRLS
SALARY - 10K-15K
Hindi - Preferred
Roles and Responsibilities
- Conduct business conferences by mediating the call, identify and assess the customer needs to achieve satisfaction
- Provide accurate, valid and complete information when requested by using the right methods/tools on the software interface.
- Resolve conference related issues by clarifying the customer complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem and expediting correction or adjustment.
- Effectively manage large amounts of incoming calls and resolve help requests and build sustainable relationship through interactive communication
- Schedule conferences, maintain records and process emails adhering to communication procedures, guidelines and policies
- Go the extra mile to query resolution, request completion and process closure
- Productive contribution to team effort by accomplishing the results as needed
Desired Candidate Profile
- 0 - 1 years in customer care background
- Must be fluent in Hindi & English. Multilingual will be added advantage
- Telephone etiquette, ability to comprehend and effective listening skills
- Focus on quality control measures and processes
- Problem Solving Acumen and conflict resolution skills
- Multi-tasking ability with a keen sense of detail
Required qualifications and experience:
- Graduate in any specialization
- Minimum 5 years of experience in service industry, with 2-3 years of managerial level experience, preferably in fields like Contact Centre Operations, E-commerce or Customer Interface Operations
- Experience in Contact Centre operations or experience working with front line and service delivery processes, especially e-commerce
- Good presentation and MS Excel skills
- Multiple team handling experience; handled mid-sized teams of at least 2-3 verticals and not just a single team
Roles and responsibilities:
- Perform quantitative assessment and continuous process improvement to drive business and efficiency.
- Manage the roster and deliver on the service levels as per the agreement.
- Raise alerts on downtimes or fluctuations.
- Deep-dive into escalations received primarily via social media and enable front-line to close the issues. Interact directly with customers too, if need be.
- Analyse various process gaps and raise request for new SOPs to close loop.
- Identify gaps in service delivery, agent behaviour, product knowledge and business functionalities.
- Identify improvement opportunities along with the respective Process Head and facilitate launching projects around these opportunities.
- Internal and external stakeholder management.
- Coordinate Application ID management and maintain records.
- Improve operational deliverables of the aligned LOBs of the outsourced partner.
- Ensure 100% adherence to SR, L2 and complaint TAT as per laid down norms.
- Work on better tagging of customer voice and better ways of process flows.
- Device proactive programs to reduce calls.
- Devise cross-functional and up-skilling training plans for current teams.
- Manage Transactional Training and Development of the trainers.
Screen-Magic is publisher of #1 business texting application on Salesforce & Zoho platforms. We are revered for our great customer support. Current high quality customer support is helping us growing well and to retain our leadership position in the market. With growing business, We have decided to expand our Customer support team. We are looking for a Customer support manager who can lead, manage and scale our support team, with goals of high performing customer support team.
- Very good communication skills
- Experience of managing customer support team of atleast 10 members for international customers.
- Good Customer facing skills
- Good experience of managing teams
- Good technology background required for understanding complex technology issues.
- Setup, Manage customer support team, Setup KRA, SLAs using fresh desk like customer support tools.
- Keep your team motivated.
- Keep tab on all issues which are reported by various sources
- Keep in touch with Product team for new releases and training teams according to their responsibility
- Check quality of customer support tasks and plan the trainings & reinforcement sessions for improving in general customer support quality
- Report to management about customer success reports
- Invent/discover new channels and method to improve customer success
- Manage budgets of Customer support team requirements
- Take care of hiring and retaining customer support teams
- Do upkeep of tools used for Customer success such as fresh desk, chat etc.
Information Security Responsibilities:
You are responsible for protecting the information resources to which they have access. Your responsibilities cover both computerised and non-computerised information and information technology devices (paper, reports, books, recordings, computers, removable storage media, printers, phones, fax machines, etc.) that they use or possess. You Must follow the information security practices set by the ISO, as well as any additional departmental or other applicable information security practices.You are expected to adhere to all Screen-Magic policies and exercise good judgement in the protection of information resources.
SHIFT : US Shift