Cs Exe

Customer Service-Contact CentreTamil NaduPosted On
27 Feb 2025
End Date
13 Mar 2025
Required Experience
1 - 4 Years
- Basic Section

New Job TitleNo. Of Openings

100

BAND

Band 1

Grade

Level 2

Designation

Customer Experience Executive

Campus/Non CampusEmployment TypeRequisition Type

New

Employee CategoryTAT

30

Closing Date

13 Mar 2025
- Organisational

Company

Matrimony.Com

Business Unit

MM-Bharat Matrimony

Department

Customer Service-Contact Centre

Sub Department

Service Calling - V

Country

India

Region

Tamil Nadu

State

Tamil Nadu

City

Chennai

Working Location

Guindy

IndustryFunctional AreaRole- Skills

Skill

Minimum Qualification

No data available
- Job Description

**JOB DESCRIPTION**

**Job Code**

**Band: 2**

**Level(s)**:
**Designation Title**

Team Leader

**Role**

**Reporting to**

Manager / Sr. Manager / AGM

**About Us**- **Department Overview**

**Role Overview**

**Key Responsibilities**
- Work closely with the team, motivating and coaching them
- Manage day-to-day line activities, prioritise, and make risk/impact assessments within existing processes and procedures towards achieving SLAs, reducing Repeats, increase FTR & OCR.
- Aware of key matrices like AHT, CSAT, quality score, shrinkage, attrition
- Handling escalated calls, complaints, questions, and queries as necessary.
- Carrying out team meetings and actively participating in the monthly and weekly meetings.
- Audit employee calls, tickets and provide both documented and verbal feedback on the improvement areas
- Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
- Ability to interact with the customers directly and take ownership to resolve an issue on behalf of a team member.
- Looking constantly for development as well as continuous improvement for the entire team.
- Monitoring, organizing, and coaching team on a day-to-day basis.
- Documenting general reports on each team member’s performance and targets as well as ensuring that they exceed the targets.
- To drive the sales
- Identifies the root cause for customer complaints and works with the management to provide appropriate solution and avoid repeat complaints.
- Own and manage overall resolution TAT and ensure 100% adherence to agreed turnaround time
- Ensure desired output in terms of Productivity, Quality, CSAT, ASAT

**Skill and Competencies**
- Multilingual fluency (minimum 1 regional languages and English)
- Interpersonal Skills - Ability to patiently handle diverse customers & easily connect with them
- A passion for customer engagement and a desire to delight customers by taking ownership to resolve the customer’s issues.
- Passion to learn - Ability to acquire in depth Process/product knowledge
- Knowledge of performance evaluation and customer service metrics
- Problem solving ability
- Influencing skills - demonstrated experience in influencing internal/external customers towards a win-win situation.
- Customer focus & able to display a strong sense of urgency
- Strong negotiation skills, conflict management skills
- Ability to work effectively in high stress situations
- Dealing with complexity, analysing information and implementing the company’s vision of customer obsession.

**Education and Experience**
- Graduation and above
- Minimum 3-5 years of proven relevant experience in team handling of minimum 25-30+ FTEs primarily in inbound contact centre.
- Ability to handle multiple queues of inbound, outbound.
- Proficiency in MS-office

**Job Location**

**Chennai**

**JD Last Update**

**Approved By