Customer Service Matchmaker opening at Rishtasite.com

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