Associate Manager Customer Service

Role 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 100+ 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 Customer Service. This is a strategic and important part for the business hence we need someone who is analytical, strategic as well as tactical. .

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 VIP member.
• Leverage customer insight to remodel & streamline the service process to dramatically increasematchmaking 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 VIP membership sales, while ensuring the highestlevel of service quality is maintained.
• Managing closed loop process flows for escalation management to ensure that even unsatisfied customersare delivered an experience which Shaadi.com can be proud of.

What you should have

• 4- 6 years of relevant experience, 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.