Customer Service Matchmaker

6 months ago

Delhi, India Pinaka Consultancy Full time

Interview mode ---- Walk-in

Job Title: Customer Service Matchmaker
Location: Netaji Subhash Place

**Salary**: Up to 45,000 INR per month
Roles & Responsibilities:
Get Member Connected:

- Facilitate connections between members based on preferences
and profiles.
- Ensure a seamless onboarding experience for clients.
Client Feedback:

- Collect and analyze feedback from clients to continuously improve
services.
- Address and resolve client concerns promptly.
Open Client Preferences:

- Understand and open preferences of clients to enhance
matchmaking accuracy.
- Suggest and implement improvements based on client
preferences.
Business Opportunity:

- Identify and source new business opportunities to expand the
customer base.
- Contribute to the growth and success of the matchmaking service.
Renewal Target:

- Maintain a renewal target of 80% by fostering strong client
relationships.
- Proactively engage with clients for renewals.
Profile Enhancement:

- Regularly enhance profiles to showcase the best attributes of
members.
- Ensure accuracy and completeness of member profiles.

Coaching and Team Audit:

- Provide coaching to the team on customer service best practices.
- Conduct regular audits to ensure service quality and adherence to
processes.
SLA Management:

- Maintain a Service Level Agreement (SLA) of 90% for response
and resolution times.
- Implement improvements to meet or exceed SLA standards.
Quality Score Maintenance:

- Ensure a consistent quality score of 90% for all customer
interactions.
- Implement measures to improve call quality.
Wow Experience Culture:

- Foster a culture of delivering wow experiences to clients.
- Implement initiatives to exceed customer expectations.
Team Management:

- Manage the customer service team effectively.
- Handle escalations and maintain a zero-escalation goal.
Training and Hiring:

- Train the team on customer life cycle, challenges, and retention
strategies.
- Hire team members as per business needs, ensuring a skilled and
motivated workforce.
Skills Required:
Honesty: Maintain transparent and truthful communication with clients
and team members.
Communication Skills:

- Strong written and oral communication skills in Punjabi and
English.
- Effective negotiation skills.
Empathy: Demonstrate empathy towards clients and team members.

Retention Skills: Proven ability to retain clients and foster long-term
relationships.
Client-Centric Behavior: Prioritize and align services with client needs
and expectations.
Active Listening: Skillful in actively listening to client concerns and
feedback.
Customer Happiness Centric: Focus on ensuring customer happiness
and satisfaction.
Creative Skills: Think creatively to enhance matchmaking and client
experiences.
Coaching Skills: Ability to coach and develop team members.
Client Loyalty Skills: Implement strategies to build and maintain client
loyalty.
Detail Oriented: Pay meticulous attention to detail in all aspects of
service delivery.
Solution-Focused: Approach challenges with a solution-oriented
mindset.
Language Proficiency: Proficient in Punjabi, English, and Hindi.
challenges in customer service, and retention strategies are encouraged to
apply.

**Job Types**: Full-time, Permanent

**Salary**: ₹30,000.00 - ₹50,000.00 per month

Schedule:

- Day shift

Application Question(s):

- Are you okay with walk-in interview?

**Education**:

- Bachelor's (preferred)

**Experience**:

- total work: 1 year (preferred)
- Customer service: 1 year (preferred)

Ability to Commute:

- Delhi, Delhi (preferred)

Ability to Relocate:

- Delhi, Delhi: Relocate before starting work (preferred)

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