Customer Service And Operations Manager (Remote)

Customer Service And Operations Manager | GRG India | India

About us

GRG India is a leading provider of end-to-end loyalty management services in India. Our business provides solutions to engage, motivate and Reward people. We offer a mix of both SAAS products and bespoke solutions to help our clients engage and incentivize their employees, customers, and channel partners. Our clients include some of India’s top brands across BFSI, FMCG, Construction, IT, Agro Chemicals, and Automotive industries.

Some examples of our products are :

• Buzzz – a comprehensive Reward and social recognition product for employee engagement that helps drive performance and innovation at the workplace. It is designed to empower business, from accelerating employee engagement to helping appreciate good work and motivating employees to deliver on business objectives.
• My Incentives – Gamified incentive platform to drive performance for sales teams and channel partners.

This role reports to

AVP Client Solutions

3 best things about the job

• Learn how to effectively communicate, make decisions, think independently, and expand your understanding of empathy.
• Develop a “people-first” attitude.
• Actively identify development opportunities for yourself to ensure Performance Excellence

Responsibilities of this Job

• Outsourced Call Center Management and Quality Analysis
• Overseeing & Managing the Internal Customer Service Team
• Delegation & Tracking of Tasks within customer service team to achieve the desired output within defined SLA’s
• Training of customer service team and call center agents on customer service processes of programs.
• Create and enhance Frequently Asked Questions (FAQs) for addressing the queries
• Vendor Management
• Shotlisting and finalizing new service vendors
• Constantly update knowledge about programs & product and train the team for efficiently resolving customer problems & complaints.
• Coordinating with internal stakeholders and service partners for closing customer complaints escalated by the team
• Defining and improving customer service processes.
• Analyzing customer service performance and delivery data and recommend improvements and enhancements in the process
• Measuring and improving overall customer experience levels.
• Managing the Standard Operational Processes, analyzing support workflows and making suggestions to improve efficiency and effectiveness.
• Onboarding and training new support team members.
• Track and Analyse the KPIs set for client programs and motivate the team to achieve them
• Defining process flows for operational activities
• Lead and manage operational team to ensure desired output and performance
• Coach and mentor the team for excellence

What will you need

• Minimum 3-4 year of experience in customer support and operations role.
• Strong written and oral communication skills
• Experience using MS office applications
• Experience in query resolution and complaint desk management.
• Should be ready for both work from home and work from office.

Job Types: Full-time, Permanent

Pay: ₹590,000.00 – ₹620,000.00 per year

Benefits:

• Cell phone reimbursement
• Flexible schedule
• Health insurance
• Life insurance
• Paid sick time
• Paid time off
• Provident Fund
• Work from home

Schedule:

• Day shift
• Monday to Friday
• Morning shift

Ability to commute/relocate:

• Sewri, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Would you be able to join immediately?

Experience:

• Customer service: 3 years (Required)

Language:

• English (Required)

Location:

• Sewri, Mumbai, Maharashtra (Required)

Work Location: In person

Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home