Shaadi.com - Manager - Customer Service (7-8 yrs)

Overview :

- The Customer Support and Service team always represents the voice of the customers. They are responsible for understanding customer requirements, meeting service metrics guidelines, and retaining them.

- They are saviors to all our members, who reach out to them through call, chat or email.

Role:

- The Select Shaadi Manager 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 20+ 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 market development & sales. This is a strategic and important part for the business hence we need someone who is analytical, strategic as well as tactical.

- The candidate needs to be owning and hitting/exceeding quarterly/annual sales targets with the assigned teams.

- 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 users perspective and dont stop until youve 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:

- 7 years of relevant experience with 5 years in Telesales team management, 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.

- Bachelors Degree.

Brownie Points:

- MBA.

- Well-networked with ability to connect with peers and identify market benchmarks and trends.