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What will you do?
●Improve customer service experience, create engaged customers, and facilitate organic growth
●Take ownership of customers’ issues and follow problems through to resolution
●Develop service procedures, policies, and standards
●Keep accurate records and document customer service actions, and discussions
●Analyze statistics and compile accurate reports
●Build, and mentor the customer service team, and nurture an environment where they can excel through encouragement and empowerment
●Keep ahead of the industry’s developments and apply best practices to areas of improvement
●Adhere to and manage the approved budget
●Maintain an orderly workflow according to priorities
You should apply if, you have
●Verbal and written proficiency in English and Vietnamese
●1-2 years of proven working experience in customer-facing roles
●Excellent knowledge of management methods and techniques
●Working knowledge of customer service software, databases, and tools
●Awareness of the industry’s latest technology trends and applications
About Hamleys:
Hamleys is not just a Toy Store but an entire Toy experience. Currently there are more 125 stores in India and we are present in more than 20 countries. 365 days of play is the brand philosophy of Hamleys. At Hamleys we believe in giving our customers an Instore experience that helps him build memories for lifetime.
Job Title: Fun Consultant
Grade: A1
Role:
- Warmly welcome and approach each customer – customer’s inclination to shop starts right from the first step & eye contact.
- Believes and lives the attitude of “Sheer customer delight” – go beyond
- To efficiently adhere to all “company procedures and policies.”
- To work with the team to achieve award winning “customer service.”
Key Responsibilities:
- Contribute to achieve store KPIs.
- Utilize the knowledge of trends and guide each customer on “what suits better” – in line with the customer needs, individuality and product range.
- Believes and lives the attitude of “Sheer customer delight” – go beyond
Desired Skills & Abilities
- Superior understanding of Indian retailing and global trends.
- Good communication and interpersonal skills - understand customer needs
- Good at relationship building - conversion to sales
- Ability to follow brand and store guidelines
- Good operations experience – receiving stock, inventory keeping, cash handling etc.
NO NIGHT SHIFTS FOR GIRLS
SALARY - 10K-15K
Hindi - Preferred
Job description
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
1. To handle customers on their enquiries/complaints via multiple channels i.e. call/mail
2. To understand the product features for better problem solving
3. To keep records of customer interactions, transactions, comments, complaints
4. To coordinate with internal teams for solving any customer issues
5. To ensure customer satisfaction and provide empathetic experience to every user
6. To own every interaction with the customer and ensure every customer is a happy customer
Requirements-
1. Graduation is mandatory
2. 1+ years of experience in customer service function (e-com / hospitality industry preferred)
3. Excellent verbal and oral comms in English preferred
Primary/Essential Duties and Key Responsibilities:
- Proactively manage a portfolio of customers once the implementation phase is completed
- Develop and build strong relationships with key customer stakeholders
- Understand customers’ needs and priorities to optimize the use of the platform
- Identify new opportunities: up-sell, cross-sell, additional training
- Effectively communicate application features and product information for new releases and facilitate their adoption
- Be the voice of the customer and provide internal feedback on how we can better serve our customers
- Collaborate closely with various cross-functional teams (Product Management, R&D, Marketing and Sales) to drive better results
- Resolve billing and Support inquiries in a timely and productive manner
- Coordinate small customer projects
Required Qualifications:
- Well-organized and excellent time management abilities
- Proven ability to collaborate and build strong relationships with customers especially at the Executive level
- Exceptional oral and written communication skills and attention to detail
- Minimum 4-5 years experience
Travel Requirements:
Requirements :
● Experience of 1 year or more in people management role in the BPO industry
● 2-year experience in the collections industry with voice profile background
● Strong negotiation and problem-solving skills.
● Proven experience as a ‘Team leader’ or a similar role.
● Knowledge of billing procedures and collection techniques ● Working knowledge of MS Office and databases
● Excellent data management skills
● High on ethics and adherence to policies
● Familiarity with laws related to debt collection
● Target orientation
● Graduate (any stream)


