Manager- Customer Service
Customer Success Executive
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.
My Supercheques – Dynamic and scalable Reward platform designed to incentivize and recognize in real-time by issuing digital e-codes. This can be used for promotions and as a quick and easy Reward for Employees and Channel as well. Employees can turn their e-codes into digital or physical gift card Rewards.
This role reports to
Senior Operations Manager
3 best things about the job
Learn how to effectively communicate, make decisions, think independently, and expand your understanding of empathy.
Develop a “peoples-first” attitude.
Actively identify process improvements and development opportunities to ensure Performance Excellence
Key purpose of the role
Major
Responsible for managing and ensuring the quality of outsourced call center services.
Own and Manage all effective communications to customers
Conduct regular quality assessments and performance evaluations to maintain high standards.
Lead and manage the internal customer service team to achieve performance goals.
Provide guidance, trainings and conduct performance assessments for teams.
Identify gaps in existing process and implement efficient customer service process through innovative methods and tech automation.
Efficiently delegate responsibilities within the customer service team.
Monitor task progress to ensure adherence to defined service level agreements (SLAs).
Training and Development of Customer Service Team and Call Center Agents
Manage vendor relationships, particularly with outsourced call center providers.
Subordinate
Stay updated on products and programs and train the team to efficiently handle customer issues.
Collaborate with internal stakeholders and partners to resolve escalated customer complaints.
Consistantly improve customer service processes to deliver service excellence.
Analyze service performance data, take action, and report results to the organization.
Measure and enhance overall customer experience levels.
Manage standard processes, analyze workflows, and suggest improvements for efficiency.
Onboard and train new support team members.
What will you need
Minimum 2 years of experience as a customer service manager
Expert in customer service software like Zoho or similar
Strong written and oral communication skills
Experience in managing email help desk and call centre teams
Experience using MS office applications
About us
GRG India is an enterprise SaaS company. We simplify reward and incentive delivery for employees, sales teams and channel partners and provide an end-to-end solution for incentive management. Our clients include some of India’s top brands across BFSI, FMCG,, IT, and Automotive industries.
We have 2 SaaS products:
My Incentives – This is an end-to-end software to calculate and deliver incentives for enterprises to drive performance for sales teams and channel partners.
Buzzz – a comprehensive Reward and 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.
This role reports to
Customer Success Manager
3 best things about the job
- Play an integral role in ensuring success for program performance.
- Actively identify development opportunities for yourself to ensure Performance Excellence
- Build strong relationships with internal departments to ensure understanding of proposition
Responsibilities of the role
- Execution of program deliverables in coordination with the client and internal stakeholders – as per agreed SLAs and quality expectations
- Managing complex program data and MIS
- Daily program related activities throughout the program life cycle
- Develop and manage strong relationships with other internal departments to ensure outstanding service and solutions
- Ability to coordinate and manage multiple programs
What you will need
- Advanced level MS Excel proficiency including data analysis will be added advantage.
- 1 to 2 years of experience in similar role.
- Ability to work with multiple internal and external stakeholders.
- Excellent verbal and written communication skills.