Associate/Team Leader Jobs in Navi Mumbai - Quantitas
Associate/Team Leader
Quantitas
0 Years
300000 - 600000 Yearly
LLM, B.Arch, Certificate Course (ITI), Diploma, M Phil / Ph.D, B.Com, B.Pharm, BA, M.Arch, M.Com, M.Pharm, MA, BBA/BBM, BCA, BDS, BE/B.Tech, MBA/PGDM, BEd, BHM, BSc, MCA, MD, MDS, ME/M.Tech, BVSc, CA, CS, ICWA, LLB, MBBS, MEd, MHM, MS, MSc, MSW, PG Diploma, B.Design, B.FashionTech, BFA, BAMS, BHMS, MVSc, B.P.Ed, MPEd, B.F.Sc(Fisheries), M.F.Sc(Fisheries), BSW, Other Graduate, Other Post Graduate, Other Course
Expired
Posted: 27 Sep 18
Job Description
- We have been retained by one of the MNC, for the following position.Team Leader
- Salary (Max.): Rs. 450,000 Per Annum
- Provide customer support via web chat services and social media platforms (Facebook & Twitter), and resolve all customer issues
- Excellent English written & verbal communication skills, excellent interpersonal skills and team player. Experience in International operations (Preferred) - Non Voice/ Chat, Email, Social Media
- Be in charge of running and managing the center daily
- Set targets for the team
- Schedule and organize shift patterns for team members to ensure that customers are never left unattended
- Understand all organization's products, services, procedures and guidelines and communicate same to all team members
- Prepare forecasts and plan the operations accordingly
- Monitor all queries/interactions to ensure that due procedures and quality standards are strictly adhered to
- Facilitate and organize training session for all agents and participate in recruitment of new agents.
- Conduct regular review of all the agents performance and organize training sessions for under performers
- Submit regular reports to management and seek new ideas and strategies to improve performance at the center
- Keep up with trends and happenings in the industry and ensuring adherence to industry standards
- Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges
- Job Description: Team Leader
- Job Location: Andheri
- Shift Timings: Rotational Shifts
- Proofread emails / Chats of agents to ensure that error-free response and resolutions are sent out.
- Monitor agents to identify errors, deviations & initiate corrective measures.
- Provide actionable data to various internal support groups as needed.
- Informed on all the Updates related to Process by constantly checking team correspondence (Mails/what’s app/ Messages) and broadcast it to the entire team.
- Test Product updates on timely basis.
- Training the new joiners and handle OJT employees.
- Accountable in getting the new employee’s certified.
- Conducting regular refresher training for the team.
- Generate account specific QA reports based upon predefined contractual criteria and provide inputs to operations.
- Create & maintain timely & accurate QA database.
- Conduct feedback sessions with Agents.
- Participate in design of monitoring formats and quality standards.
- Compile and track performance at team and individual level.
- Participate in customer and client listening programs to identify customer needs and expectations.
- Coordinate and facilitate calibration sessions.
- Update all process required Tracker.
- Prepare and analyze internal and external quality reports for management staff review.
- DECISION MAKING / AUTHORITY
- Actions to be taken based on pre-decided goals to fulfill client requirement.
- Excellent oral and written communication skills.
- Active on Social Media Platform (Primarily on Twitter and Facebook)
- Prefer candidates having experience in Finance and Social Media domain.
- Ability to adhere to timelines
- Meticulous and Methodic.
- Good Interpersonal skills.
- Strong knowledge of customer care processes and techniques.
- Ability to work well in a team environment.
- Dedication to providing exceptional customer service.
- Graduate in any discipline
- Be in charge of running and managing the day-to-day operations.
- Schedule and organize shift patterns for other team members to ensure that TAT is met.
- Understand Client’s products, services, procedures and guidelines and communicate same to all team members.
- Monitor calls, emails, and Social Media transactions to ensure that due procedures and quality standards are strictly adhered to.
- Provide feedback to the team members wherever applicable.
- Identify, facilitate and organize training session for all team members.
- Conduct regular review of all team members and organize training sessions for under performers.
- Submit regular reports to management and seek new ideas and strategies to improve performance at the center.
- Keep up with trends and happenings in the industry and ensuring adherence to industry standards.
- Ensure that clients are kept happy and satisfied at all times by providing prompt response, reports, and solutions to their challenges at all times.
- Ability to read and analyze reports.
- Prepare, Examine and Present Monthly and Quarterly Business reports and review for management and client review.
- Ensure a safe and harmonious working environment.
- Requirement 3.
- Associate / Sr. Associate - Community
- Respond to customer service inquiries/Complaints/Suggestions/feedback via Email and Social platforms (Facebook / Twitter/ Worldwide web profile) within the assigned TAT.
- Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional manner.
- Manage and take ownership of the resolution process for all customer related issue.
- Identify and highlight any concern affecting the brand.
- Generating sales leads if any that develop into new customers.
- Identify and assess customers’ needs to achieve satisfaction.
- Provide accurate, valid and complete information by using the right methods/tools.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts and file documents.
- Follow communication procedures, guidelines and policies.
- Work with customer service manager to ensure proper customer service is being delivered.
- Preparing reports like Daily cases count, weekly cases counts, quality checks and proof readings, Tagging’s etc.
- Compile reports on overall customer satisfaction.
- Go the extra mile to engage customers.
- Fluency in English. Excellent written communication and comprehension skills.
- Excellent consulting, writing, editing, presentation and conscripting skills.
- Customer orientation and ability to adapt, comprehend and respond to different types of queries/complaints.
- Proven customer support experience.
- Excellent customer service skills and great enthusiasm for helping customers.
- Able to concentrate on multiple problems at once.
- Excellent time management and prioritization skills.
- Competent in MS office and web browser environments
- Knowledgeable of social media applications, such as Facebook, LinkedIn, Twitter, etc.
- Positive attitude, detail and customer oriented with good multitasking and organizational proficiency.
- Must be an energetic self-starter with the ability to work both independently and within a team.
Job Particulars
Role others
Education LLM, B.Arch, Certificate Course (ITI), Diploma, M Phil / Ph.D, B.Com, B.Pharm, BA, M.Arch, M.Com, M.Pharm, MA, BBA/BBM, BCA, BDS, BE/B.Tech, MBA/PGDM, BEd, BHM, BSc, MCA, MD, MDS, ME/M.Tech, BVSc, CA, CS, ICWA, LLB, MBBS, MEd, MHM, MS, MSc, MSW, PG Diploma, B.Design, B.FashionTech, BFA, BAMS, BHMS, MVSc, B.P.Ed, MPEd, B.F.Sc(Fisheries), M.F.Sc(Fisheries), BSW, Other Graduate, Other Post Graduate, Other Course
Who can apply Freshers
Hiring Process Written-test, Face to Face Interview
Employment TypeFull Time
Job Id484273
Job Category MBA , Diploma , BSc/BCA/BBM , Analyst / Analytics , Logistics / Transportation
Locality Address
State Maharashtra
Country India
About Company
We are one of the Reputed HR Consultants based in Mumbai, and providing consultancy services PAN INDIA. Quantitas is a Recruitment / Human Resources Consultancy Firm. It has the team of experienced professionals engaged in providing specialized manpower to various industries. We are committed to quality performance and we assure you of a high level of integrity and speed in the assignments we undertake. Quantitas offer a variety of services to their clients:Quantitas strives extensively and exclusively to match the required profile form amongst the best prevailing professionals available in the industry. Executive Placement in India: Quantitas is committed to fulfilling its customer’s requirement in a time frame and manner far superior to the prevailing standards in the Industry at present with a specialized focus on executive placement in India. A network of committed executive’s employees a thorough screening process in order to provide the necessitated response to a query within the agreed time frame. Quantitas has a strong database of professionals ranging from Business Leaders to skilled Technical Personnel’s covering the entire functional spectrum of any organization. Quantitas have a firm belief in spirited team efforts within a committed system to provide services of the optimum class to its esteemed clientele. We have a validated and experienced Team who have placed candidates in Managers, Supervisors and Skilled Technical Personnel from diverse streams ranging from KPO/BPO/ General Management, Sales & Marketing, HRD. IT, Systems Finance, GDS, etc.
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