Customer Service Manager

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 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

• 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.
• Bachelor’s Degree.

Brownie Points

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