Customer Service Matchmaker

Job Title: Customer Service Matchmaker

Location: Netaji Subhash Place

Salary: Up to 45,000 INR per month

Roles & Responsibilities:

Get Member Connected:
Facilitate connections between members based on preferences and profiles.
Ensure a seamless onboarding experience for clients.
Client Feedback:
Collect and analyze feedback from clients to continuously improve services.
Address and resolve client concerns promptly.
Open Client Preferences:
Understand and open preferences of clients to enhance matchmaking accuracy.
Suggest and implement improvements based on client preferences.
Business Opportunity:
Identify and source new business opportunities to expand the customer base.
Contribute to the growth and success of the matchmaking service.
Renewal Target:
Maintain a renewal target of 80% by fostering strong client relationships.
Proactively engage with clients for renewals.
Profile Enhancement:
Regularly enhance profiles to showcase the best attributes of members.
Ensure accuracy and completeness of member profiles.
Coaching and Team Audit:
Provide coaching to the team on customer service best practices.
Conduct regular audits to ensure service quality and adherence to processes.
SLA Management:
Maintain a Service Level Agreement (SLA) of 90% for response and resolution times.
Implement improvements to meet or exceed SLA standards.
Quality Score Maintenance:
Ensure a consistent quality score of 90% for all customer interactions.
Implement measures to improve call quality.
Wow Experience Culture:
Foster a culture of delivering wow experiences to clients.
Implement initiatives to exceed customer expectations.
Team Management:
Manage the customer service team effectively.
Handle escalations and maintain a zero-escalation goal.
Training and Hiring:
Train the team on customer life cycle, challenges, and retention strategies.
Hire team members as per business needs, ensuring a skilled and motivated workforce.
Skills Required:

Honesty: Maintain transparent and truthful communication with clients and team members.
Communication Skills:
Strong written and oral communication skills in Punjabi and English.
Effective negotiation skills.
Empathy: Demonstrate empathy towards clients and team members.
Email Writing Skills: Ability to craft clear and professional emails.
Retention Skills: Proven ability to retain clients and foster long-term relationships.
Client-Centric Behavior: Prioritize and align services with client needs and expectations.
Active Listening: Skillful in actively listening to client concerns and feedback.
Customer Happiness Centric: Focus on ensuring customer happiness and satisfaction.
Creative Skills: Think creatively to enhance matchmaking and client experiences.
Coaching Skills: Ability to coach and develop team members.
Client Loyalty Skills: Implement strategies to build and maintain client loyalty.
Detail Oriented: Pay meticulous attention to detail in all aspects of service delivery.
Solution-Focused: Approach challenges with a solution-oriented mindset.
Language Proficiency: Proficient in Punjabi, English, and Hindi.
Interested candidates with relevant experience in customer life cycle, challenges in customer service, and retention strategies are encouraged to apply.

Job Types: Full-time, Permanent

Salary: ₹20,000.00 - ₹45,000.00 per month

Schedule:

Rotational shift
Supplemental pay types:

Joining bonus
Performance bonus
Ability to commute/relocate:

Delhi, Delhi: Reliably commute or planning to relocate before starting work (Required)
Education:

Bachelor's (Preferred)
Experience:

total work: 1 year (Preferred)
Customer service: 1 year (Preferred)
Language:

Punjabi (Required)
Work Location: In person