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Manager-CRM

  • Location : Gurgaon
  • Department : Customer Service
  • Experience : 5-7 Years
  • Qualfication :

Job Description

  • Handling Teams, like Chat or Email or Inbound or Outbound.
  • Be aligned to defined KRA and KPI.
  • Manages and owns team attrition and motivates the team to exceed SLAs.
  • Supervising a team of customer support professionals.
  • Monitoring the entire customer service process.
  • Resolving customer issues brought to your attention.
  • Standardizing the customer service delivery of an organization.
  • Tracking the work of every customer service representative in the team.
  • Performing quality assurance & helping every customer service professional improve.
  • Should have Exp in CRM- Inbound/ Outbound Sales Process. (Broking Tele-Calling process).
  • Strategize and drive a team for MoM target achievement & able to drive monthly Targets.
  • Oversee day-to-day team performance & productivity (Target vs Achievement) aligns with the target.
  • Regular performance evaluation & taking decisions/actions based on performance of the team.
  • Create a healthy and motivating work environment and atmosphere.
  • Responsible for day-to-day deliverables and hygiene.

Requirements:

  • Should have good communication and convincing skills & good product knowledge of the Stock Broking Industry.
  • Should be open to work in a target-oriented environment.
  • The candidate should be confident, probe for responses and empathize with customers. Needs to be customer-centric with strong conversational skills.
  • Ability to multitask and work with multiple tools to provide the best resolution.
  • Functional knowledge of using CRM solutions.
  • Strong communication skills with the ability to handle multiple conversations simultaneously.
  • Sales/Retention/Tech experience would be an add-on to Good written and verbal communication skills.
  • Proficiency in the English language with good pronunciation and grammar.
  • Flexibility with shifts and timings & Open to work on weekends also (if required.)
  • Should be pro-technology and should have experience working with CRM/Ticketing Systems.
  • Should have some basic knowledge of stock broking Industry (preferable).
  • Preferably from Stock Broking Domain.
  • Posted On : 03 July, 2024
  • Location : Gurgaon
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