Leadimg E commerce set up Requires CRM Associate( Service delivery )- Hauz Khas)
(Shift Time- Day shift
One of our client a leader in the instant gifting and redemption domain. We bring about a paradigm shift in the domain using our proprietary technology. The client have offices in Delhi ,Bangalore & Mumbai. The client is a team of young & Dynamic professionals with high ambitions to make it big.
High cost of Delivery, Delays, Loss in transit, and Lack of measurability have been the main stumbling blocks in Micro and Mini gifting space. Need of the hour is Near Zero cost of delivery with ZERO pilferage, damage and 100% measurability.
We are looking for CRM Associate (Service Delivery) for the south Delhi office of the client
The JOB DETAILS are as below:
1) JOB LOCATION: South Delhi (Hauz Khas)
2) EDUCATIONAL QUALIFICATION: GRADUATE
3) POSITION - CRM ASSOCIATE ( SERVICE DELIVERY & OPERATIONS)
4) EXPERIENCE- 1- 3 years in managing service delivery /Operations in an ITES /E COMMERCE / BPO set up ./ Customer service/client service
THE JD IS AS FOLLOWS-
Department : Delivery & Operations
- Service the clients on day to day operations & customer centric issues
- Responsible for the service delivery operations
-Performance results and implement department improvements.
-Plan for upcoming organizational needs and implement strategies in a proactive manner.
â¢ Maintain understanding of client specific training.Resolve escalated customer complaints.
â¢ Work with support departments to ensure staffing strategies are effectively executed.
â¢Responsible for selecting, training, developing, and managing performance of professional and direct reports;
â¢ Manage service desk, application support and desktop support run effectively.
â¢ Building strong relationships with clients and making sure the services provided are of quality and profitable.
â¢ Organize and facilitates training and workshops for service delivery personnel.
â¢ Provides support to new business opportunities.
â¢ In conjunction with the Sales Team and Service Delivery Management teams.
â¢ â¢ Managing the Operations Team & its deliverables to external customers.
â¢ To manage the performance of services to clients as agreed in the contract and ensure that the Service Levels are achieved
â¢ To build services relationships with clients.
â¢ Ensuring systems, processes and methodologies as specified are followed to sure effective monitoring control and support of service delivery.
â¢ To provide reports to an agreed schedule (or on request), including management and account performance reports.
IF THE POSITION INTERESTS YOU KINDLY SEND IN YOUR PROFILE AT-
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases