• urgent Hiring for castomer service support, Service Engineer Jobs in Delhi,India - 25132458

  • Pel Softlabs Pvt. Ltd.

Job Description:

Job Title Service Executive/Team Leader/Manager profile

Give strong foundation to your career by riding on the revolution of sales and market automation with kit19 com which gives marketing intelligence that works through the system automatically Clients find it magical when they see things happening by themselves through the workflows defined once by them

Kit19 com is currently being eyed by many private equity investors, this product enjoys a loyalty of over 50,000 businesses already and now it is being prepared for international acceptance worldwide It is for this product that we require an agile team that has a flair and experience to create and sustain a world class product The company is currently at a turnover of 5 Cr and is aiming at a target of 100 Cr  by expanding its operations to Pan India and internationally The right incumbent would be the one to hit the ground running from day 1, a visionary who can see the big picture, willing to meet the current challenges within timelines in limited resources

Major objectives



  • To contribute towards the achievement of kit19 com value chain targets



  • ensuring the day to day operational function of Retention is met and undertaken effectively and efficiently



  • provide an excellent service to both internal and external customers,



  • communicating effectively and courteously, and providing information and advice on matters relating to the Retention function and process



  • retaining and engaging kit19 com members by actively encouraging either progression to the next level or retention of their membership at a level that meets their current requirements





  •  

    Responsibilities

    Ensure that the Retention function delivers effectively against kit19 comBusiness plan objectives and value chain targets, by supporting the Team Manager (Retention), in following the team plan and individual objectives that lead to an increase in engagement levels, progression and retention amongst all stakeholders

     

    Communication



  • Achieve excellent and consistent customer satisfaction results for all renewal related enquiries



  • Ensure the effective response to calls associated with the renewal process that are escalated from the Contact Centre



  • Respond to and act on those enquiries that are escalated from current customers and recognise and refer sensitive issues relating to the payment of fees to the Team Manager (Retention) when necessary



  • Be responsible for the segmentation of the membership audience and to ensure that we communicate the right messages to these segments in conjunction with the Communications function and Brand Communications teams



  • Be responsible for in and outbound calls for lapsing members with a view to encourage retention PELS-18066501 of customers or gain insight as to why members choose to leave kit19 com and communicate this insight across the reporting manager



  • Contribute to the provision of an excellent service to internal and external customers by ensuring the prompt, efficient and accurate handling of all enquiries



  • Provide statistical information and review key messages in communications to customers and to help inform business decisions and project developments





  •  

    Data systems



  • Keep under review the IT and web functionality and proactively communicate ideas for development and further streamlining of processes and procedures in relation to the remit of the Retention function, driving efficiencies through the introduction of automation and life cycle renewal communications



  • Ensure the effective testing of all developments and improvements to the database and online systems in relation to the remit of the Retention function Report any issues, diagnose and problem solve as appropriate with a focus on the increase of automation and streamlining of the financial application process





  • Customer centricity



  • Develop friendly, positive and supportive relationships with external and internal customers, and to provide them with excellent service



  • Actively to learn from customer feedback, comments and suggestions, including complaints, to review and improve existing processes, and by doing so to anticipate other customers needs To communicate this knowledge to relevant colleagues







  • Meet and exceed teams’customer service standards



  • Understand situations from the customers’ perspective so that appropriate and relevant solutions can be identified





  • General



  • Carry out any other duties as may reasonably be requested by the line manager



  • Work in such a way as to minimise the risks to the information technology environment safely, securely and confidently



  • Have regard for your own actions and those of others in the interests of safety



  • Contribute to the tidiness of the office





  • Person specification

    Skills



  • Supervisory and line management skills



  • Forward planning and development



  • Excellent verbal and written communication



  • Excellent listening skills



  • Excellent organisational and time management skills



  • Good analytical skills





  • Experience



  • Supervisory and line management experience



  • Customer service provision





  • Personal qualities



  • Can do attitude, upbeat and positive approach



  • Proactive



  • Commitment and dedication



  • Organised



  • Punctual and reliable



  • Flexible



  • Professional approach to work and dealing with customers

  • Profile Summary:

    Employment Type : Full Time
    Eligibility : Any Graduate
    Industry : CRM/CallCentres/BPO/ITES/Med.Trans, IT-Software
    Functional Area : Operations/Customer Service/Telecalling/Backend, IT Software : Software Products & Services
    Role : Any Process - Both BPO Type, Any Process - Domestic BPO
    Salary : Rs 1.00 - 3.05 Lacs p.a.
    Deadline : 18th May 2020

    Key Skills:

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