Customer Service Executive Jobs in Bangalore - Institution of Engineering & Technology

•  Act as the initial point of contact for member issues and enquiries. Interact with members by phone, e-mail concerning various care issues and work with colleagues to ensure a timely response to members
  
• Work proactively with members and other colleagues to understand members’ issues and needs
  
• Monitor the IET enquiry mailbox and deal with any issues and enquiries in a timely and professional manner
  
• Solicit cross-selling and up-selling opportunities within the customer care experience.
  
• Liaise with Retention Manager to ensure that member communication and relevant campaigns are coordinated
  
• Tracking and reporting of relevant customer care performance metrics.
  
• Work on creating  and implementing customer touch points and retention campaigns along with Member Engagement & Retention Manager
  
• Run membership surveys and keep communicating with members to understand their challenges and issues and implement mitigating actions.
  
• Review of member renewal communication and subscription follow up with members
  
• Proactively contact members who are identified as at risk of cancellation and ensure that every opportunity to retain these members is investigated.
  
• Verify member subscription payment from accounts department and process it in CRM
  
• Maintaining  the grievance tracker
  
• Welcome calls to newly joined members and setting expectation about the membership.
  
• Conducting periodical feedback survey for non- student members
  
• Coordinate career guidance for young members using mentoring and guidance campaigns and link them with chosen mentors.
  
• Member data cleansing and update in CRM
  
• Coordination with Student Chapter Faculty co-ordinators
  

• Tracking and reporting of relevant customer care and retention performance metrics.
  
• Analysing and reporting  the trends of various member engagement campaign
  
•  Maintaining and reporting MIS pertaining to renewals and engagement.
  

 Additional

• Be a full and active member of the Bangalore Office team and carry out additional duties consistent with the overall purpose of the role and smooth running of the office, as directed by the Country Head, India
  
• Be familiar and comply with the Operating Procedures, Compliance Procedures, the Bangalore Office Employee Handbook, and Health & Safety and Fire policies for the organisation, which may be amended from time to time. To attend regular training updates in these areas when required