Customer Service Matchmaker

Location: Delhi

**Salary**: INR 480,000 to INR 540,000 Per year

Experience: 1 to 4 years

**Skills Required**: Client Interaction, Customer Service, Data Quality, Lead Generation

**Skills needed-** Customer interaction, Sales, achieving target, generating business, profile enhancement, SLA Management, Team audit, Coaching, training, and hiring.
**Location
**Experience-** 1-4 Years
**Relevant experience
- **1 year is needed
**Budget-** 4.80 LPA-5.40 LPA (salary will vary as per experience)
**Shift timings-** 10pm-7 am
**Notice period-** Immediate-15 days
**Interview process-** F2F only
**Communication: -** Fluent in English, Hindi and Punjabi
**Working Days
- **6 Days working (1st and 3rd Saturday are off)

**Roles & Responsibilities**:
1. Get Member Connected:

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

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

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

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

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

- Regularly enhance profiles to showcase the best attributes of members.
- Ensure accuracy and completeness of member profiles.
7. 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.
8. SLA Management:

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

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

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

- Manage the customer service team effectively.
- Handle escalations and maintain a zero-escalation goal.
12. 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**:
1. Honesty: Maintain transparent and truthful communication with clients and team members.
2. Communication Skills:

- Strong written and oral communication skills in Punjabi and English.
- Effective negotiation skills.
3. Empathy: Demonstrate empathy towards clients and team members.
5. Retention Skills: Proven ability to retain clients and foster long-term relationships.
6. Client-Centric Behavior: Prioritize and align services with client needs and expectations.
7. Active Listening: Skillful in actively listening to client concerns and feedback.
8. Customer Happiness Centric: Focus on ensuring customer happiness and satisfaction.
9. Creative Skills: Think creatively to enhance matchmaking and client experiences.
10. Coaching Skills: Ability to coach and develop team members.
11. Client Loyalty Skills: Implement strategies to build and maintain client loyalty.
12. Detail Oriented: Pay meticulous attention to detail in all aspects of service delivery.
13. Solution-Focused: Approach challenges with a solution-oriented mindset.
14. Language Proficiency: Proficient in Punjabi, English, and Hindi.

**Salary**: ₹480,000.00 - ₹540,000.00 per year

Schedule:

- Day shift
- Night shift
- Rotational shift

**Education**:

- Higher Secondary(12th Pass) (preferred)

**Experience**:

- Client Interaction, Customer Service: 2 years (preferred)
- Data Quality, Lead Generation: 2 years (preferred)

**Language**:

- English (preferred)
- Hindi (preferred)

Work Location: In person

**Speak with the employer**
+91 9988008760