Job Description:
Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize quality reporting and minimizing risk.Taking adequate measures for maintaining balance between the sales, customer service & back end operations within budgetary norms.Ensuring customer satisfaction by achieving delivery & service quality norms.Ensuring that highest service standards are maintained for servicing of clients and maintaining minimum TAT.Process re-engineering to reduce costs/defects & increase satisfaction; Change Management. Sound Co-ordination with the Alliance / Sales / Finance / Designing / Marketing / Product Teams.Designing various procedures to meet agreed turnaround times, accuracy levels, security aspects and quality levels.Call outs to the customers to check their level of satisfaction and based on their feedbacks suggest changes on repeated problems thereby improving the Quality across the platform.Conducted regular mystery/mock calls to ensure that the whole platform is updated with the latest offers/processes which are being rolled out time to time.To review the Service Requests (SRs) logged and to highlight timely errors if any; thereby maintaining quality and standard across the platform which in turn lead to accurate and quicker resolution.Periodic sharing of the bills to the merchants for authentication purpose.Timely submission of the invoices to the merchants and following up for the merchant commissions. Deals Creation for all the merchants.
Salary:INR 5,00,000 – 8,00,000 P.A.Industry:Internet / EcommerceFunctional Area:ITES , BPO , KPO , LPO , Customer Service , OperationsRole Category:OperationsRole:Operations ManagerEmployment Type: Permanent Job, Full Time
Keyskills:
Customer Service Sales Backend Operations Customer Care Service Quality Customer Satisfaction Calling Operations Management TAT Process Re – engineering
Desired Candidate Profile:
Education : Graduate/ Post Graduate/ MBAExperience : 6 to 8 yearsLooking for : Tech savvy, Familiar with apps and extensive user of a smart phoneQualities : Go getter, willing to work hard and long hours, ambitious and Seeker of rapid growth
Skill Sets:
Sound exposure in Customer Service, Service Quality, Handling Escalations, Client Relationship, Operations Management, Vendor Management, Call Centre Management, Email Management. Team Management.An effective communicator with excellent relationship building & interpersonal skills. Strong analytical, problem solving & organizational abilities. Possess a flexible & detail oriented attitude.Possess clear understanding of technology trends with the distinction of instituting new practices to achieve business excellence. Proven ability and talent for analyzing problems, developing & simplifying procedures to manage client relationships. Mentoring, training and developing team members to ensure operational efficiency.Creating and maintaining a healthy & learning environment which ensuring creative & operational development of the employees.Management of Application capturing related issues and the customer service issues.Candidate should be flexible to take additional responsibilities.
Company Profile:
DIgnity ConsultantsThe Client is a digital payments company focused on delighting Indian corporates and the urban middle class and affluent consumers. The client as a company focuses on creating, marketing and distributing innovative Payment solutions. Company Was founded in 2011.
Recruiter Name:NImisha BawejaContact Company:DIgnity ConsultantsAddress:A -1203, Siddhi Vinayak towersbhayander eastTHANE,Maharashtra,India 401105Email Address:nimisha@dignityforlife.inReference Id:OMZH