Netquall - Assistant Manager - Customer Service (4-5 yrs)

The most valuable traits we are looking for in this role are:

- Ownership - You will own the strategy, delivery, quality, and the outcomes of the customer Support team and will be accountable for the same.

- User orientation - Create time for customer interactions and user understanding.

- Start by looking at things from the user's perspective and don't stop until you've evaluated how the solution has impacted the user.

- Velocity- You will be expected to deliver results in a fast paced, operationally intensive, and rapidly changing environment.

- Ethical - Work ethic is about showing up, being on time, being reliable and doing what you say.

It is about being a fundamentally good person that others can count on and enjoy working with.

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 Select 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 Select 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 :

- years of relevant experience with 2 years in Telesales team management, preferably in Interne industry.

- Exposure to value & volume selling is a must.

- Good Understanding of Quality metrics and process improvements