Cxo

2 weeks ago

Mumbai, India FURTADOS SCHOOL OF MUSIC Full time

Are you passionate about **revolutionizing Service Quality **standards?

Do you possess the ability to take the responsibility and transform challenges into opportunities? If so, we invite you to join our esteemed Service Quality team at **Furtados School of Music Education Pvt Ltd Co.**

At FSME, we firmly believe in the power of exceptional service quality. Our mission is to create unforgettable experiences for our clients and internal stakeholders, and this is where you come in. As a **Customer Experience Officer(CXO) ** in our Service Quality team, you will play a crucial role in delivering unparalleled customer experience and making a real impact.

**Job Roles & Responsibilities as CXO**:
1. Contacting and managing our clients at various checkpoints to ensure they have the best possible experience.

2. Closing renewals for our existing clients.
3. Identifying and assessing customers' needs to achieve satisfaction.
4. Building sustainable relationships and trust with customers through open and interactive communication.
5. Providing accurate, valid, and complete information using the appropriate methods and tools.
6. Handling customer complaints, providing appropriate solutions and alternatives within the specified time limits, and following up to ensure resolution.
7. Keeping records of customer interactions and processing customer accounts in FSM CRM.

8. Following communication procedures, guidelines, and policies.

9. Going the extra mile to engage customers.

10. Submit a daily synopsis report.

**Requirements and Skills**:

- Proven customer support experience or experience as a Client Service Representative.
- Track record of over-achieving quotas.
- Strong phone contact handling skills and active listening.
- Familiarity with CRM systems and practices.
- Customer orientation and ability to adapt/respond to different types of characters.
- Excellent communication and presentation skills.
- Ability to generate reports and manage Management Information Systems (MIS).
- Aptitude for learning and adapting to process changes.

If you have a knack for turning challenges into opportunities and are passionate about redefining customer service standards, we want you on our team. Join us at FSM and be a part of creating exceptional experiences for our valued customers.e have an opening for Executive - Service Quality

Job Roles & Responsibilities

Events:
1. To coordinate with the teachers and parents and other departments for events

2. To promote the event through various channels within the organisation

3. Host the event

4. Make an event report and submit it to the reporting manager

5. Ensure the task assigned during the preparatory and execution stage is done.

ASQ:
1. Send synopsis report daily

2. Check the after class rating

3. Observe the classes and rate the teachers

4. Facilitating FSM Exams

5. Making school Assessment reports

6. Ensure ABC analysis to be done by the teachers.

7. Ensure School Annual Reports are sent

Customer Experience:
1. Connect with the customer to take feedback

3. Send daily report of the feedback to the reporting manager

Skills required:

- Good knowledge of Microsoft Office including the formulas in excel
- Should know to make reports/MIS

Soft skills required:

- Should be able to talk to the customer diplomatically
- Should have a knack to learn and adapt to the changes in the processes. If you are interested

**Salary**: ₹25,000.00 - ₹30,000.00 per month

**Benefits**:

- Health insurance

Schedule:

- Day shift

Ability to commute/relocate:

- Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- total work: 2 years (preferred)

**Speak with the employer**
+91 9819606029

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