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Customer Service Manager

4 weeks ago

Mumbai, Maharashtra, India Shaadi Full time
Job Description

Role Will be responsible for spearheading a premium matchmaking service that delivers the highest match success rate across the globe. The role involves front-leading a team of 100+ people and be accountable for their productivity. The person will be required to pull up his/her sleeves and get involved in every aspect of Customer Service. This is a strategic and important part for the business hence we need someone who is analytical, strategic as well as tactical.

What you will do in this role

- Develop a deep understanding of Shaadi.com consumer segments across communities, to uniquely represent and address the specific needs of each VIP member.
- Leverage customer insight to remodel & streamline the service process to dramatically increase matchmaking success and customer satisfaction.
- Ensure that team members are adequately trained and readied to deliver an empathetic personalized service, as a trusted advisor to the family.
- Envision and implement technology solutions & enhancements to maximize the quality of service delivered and minimize wasteful productivity losses of the team.
- Plan for rapid expansion in staff, in line with exploding VIP membership sales, while ensuring the highest level of service quality is maintained.
- Managing closed loop process flows for escalation management to ensure that even unsatisfied customers are delivered an experience which Shaadi.com can be proud of.

What you should have

- 4- 7 years of relevant experience, preferably in Internet industry.
- Exposure to value & volume selling is a must.
- Good Understanding of Quality metrics and process improvements.
- Drive performance management by applying and implementing best in class performance metrics.