11+ Field operations Jobs in Mumbai | Field operations Job openings in Mumbai

Roles & Responsibilities: 

• Responsible for the implementation and support for Safetrax tool for large corporates and fleet partners 
• Act as single point contact for all client queries. 
• Serve as a primary point-of-contact for Client satisfaction and act as the liaison between the clients, sales and other functional groups. 
• Managing the entire show of Account Management and supporting clients.
• Owning the long term as well as the short-term growth strategy of the account(s).
• Participate in internal planning activities to develop schedules and align resources for projects and support activities. 
• Showcasing a consulting mindset by acting as a solution provider rather than an order taker. 
• Find opportunities to bring in automation/orchestration in order to enhance client service experience. 
• Respond to queries from potential and existing customers, communicate Safetrax's value proposition and negotiate deals successfully. 
• Understand client needs and address within defined TAT 

Knowledge & Experience: 

• Bachelor's degree and demonstrated prior Account/Service Management experience.
• Information Technology experience 
• Strong written and oral communication skills. 
• Strong Microsoft Office skills (Excel, PowerPoint ) 
• Strong aptitude for learning new technologies and processes and an understanding of how to apply these in a customer facing environment 
• Understand technical risks and supportability parameters 
• Strong decision-making skills. 
• The ability to analyse, think innovatively, adapt and drive new best practices.
• The ability to farm the account through relationship management.

Roles & Responsibilities: 

• Responsible for the implementation and support for Safetrax tool for large corporates and fleet partners 
• Act as single point contact for all client queries. 
• Serve as a primary point-of-contact for Client satisfaction and act as the liaison between the clients, sales and other functional groups. 
• Managing the entire show of Account Management and supporting clients.
• Owning the long term as well as the short-term growth strategy of the account(s).
• Participate in internal planning activities to develop schedules and align resources for projects and support activities. 
• Showcasing a consulting mindset by acting as a solution provider rather than an order taker. 
• Find opportunities to bring in automation/orchestration in order to enhance client service experience. 
• Respond to queries from potential and existing customers, communicate Safetrax's value proposition and negotiate deals successfully. 
• Understand client needs and address within defined TAT 

Knowledge & Experience: 

• Bachelor's degree and demonstrated prior Account/Service Management experience.
• Information Technology experience 
• Strong written and oral communication skills. 
• Strong Microsoft Office skills (Excel, PowerPoint ) 
• Strong aptitude for learning new technologies and processes and an understanding of how to apply these in a customer facing environment 
• Understand technical risks and supportability parameters 
• Strong decision-making skills. 
• The ability to analyse, think innovatively, adapt and drive new best practices.
• The ability to farm the account through relationship management.

Responsibilities

• To Attend the inbound calls of HNI customers in both Retail Liabilities & Credit Cards and process the queries.
• To identify and convert the opportunities for cross-selling (banking products).
• Responsible for quality communication and customer servicing within laid down productivity and service benchmarks.
• Ensure customer “delight” and consistent service experience, including timely resolution of customer queries/issues.
• Complete the logs specified by the process (End-of-day target).
• Adherence to Information Security norms & quality process norms.
• To be aware of and comply with any updates about the process.
• Act on the feedback given by Team Leader/Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance.

Requirements

• Graduate
• Preferably 1-2 years with 6 months which should be in a customer service role - Understanding of call centre industry an advantage.
• Excellent communication skills – Verbal & Written.
• Flexible to work 24/7 (For Females: 7 AM till 8 PM) including Sundays/holidays
• Flexible to get scattered 8 Week Offs in a month with 9 hours shift
• Good listening skills and strong communication abilities.
• Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity
• Team Player, collaborative Self-motivated person with the ability to act as a role model within the organization.
• Should be able to establish rapport quickly with peers, managers & customers.

Responsibilities •Deliver leadership to the highest possible standards on all loyalty/CRM related activity to the account: both thought and execution leadership is sought. •Manage all financial matters regarding the account, including deliverables within budgets and revenue targets. Ensure all matters related to collections are conducted in a timely manner. •Maximize revenue potential for the organization through the client partnership. Grow the services and offerings that the organization provides to the client •Using the organization resources and other sources, bring further elements to the loyalty program that would help the client fulfill its objectives •Liaise directly with the client, including when required with the senior management •Convey progress on the account including presenting to the client periodically on achievements and growth. •Build case studies that can be used both with the client and within the organisation to demonstrate the effects of loyalty and working with the organization

Job responsibilities of the candidate include

• Politely speaking with customers and understanding their queries.
• Documenting customer queries in system.
• Responding to customer queries based on SOP.
• Min 12th passed

JOB DESCRIPTION / ROLES & RESPONSIBILITY

Job Title
Customer Experience Champion

Location
Chennai, Mumbai, New Delhi, Kolkata, Hyderabad, Bangalore

Salary
INR 4,00,000 – 5,00,000 per annum

Position Summary

As a Customer Experience Champion, you will work as part of SunEdison’s Customer Experience team. This role requires a results-focused individual who can liaise with our Customer Experience, Sales and Operations teams. Further, supporting the Sales teams, to deliver high-quality service to SunEdison’s clients. This position is created for calling active and budding clients to encourage understanding of our product. Addressing clients' uncertainties, grievances, and suggestions on time. Noting important details of each conversation. Must be comfortable in presenting products or services over the phone as well as dealing with doubts. If you have a passion for delivering measurable results and client success, we want to hear from you.

The Objectives of this role include

• Directly leads all aspects of a team of a max of 10 Individual Contributors including the sales team, operations team and customer experience specialists.
• Partner closely with Sales and Operations Team in their respective region
• Ensure timely submission and follow-up on all call information submitted across businesses
• Arrange Client meetings with the Sales Team
• The goal is to help the company grow by bringing in customers and developing business
• Correspondence to clients like clarifications, queries, and other details about our business
• Convincing customers to close the lead and grow the business
• Follow up with the client, may include site visit as well
• Relationship management
• Drive to engage clients on new products and features
• Understanding customer journey thoroughly
• Coordinating customer requests with internal stakeholders (ops team, survey team)
• Coordinating customer’s requests with external stakeholders (Distribution Companies, etc)

Position Responsibility

• Contact potential or existing customers to inform them about a product or service using scripts
• Answer questions about products or the company and ask questions to understand customer requirements to close sales
• Handle grievances to preserve the company’s reputation
• Go the “extra mile” to meet sales quota and facilitate future sales
• Keep records of calls and sales and note useful information
• Directly communicating between the Client and SunEdison’s team and performance management
• Manage and coordinate inter-team-members relationships
• Team level Key Performance Indicators
• Bridge the gap between client, sales team and operations team for Solar Panels
• Noting down customer requests exhaustively
• Ultimate focus on delighting the customer
• Pulling in the relevant subject matter expert in their conversation with the customer as and when required.
• Ensuring all teams deliver to customers in their respective TAT

Position Experience

• Minimum 1-3 years of relevant experience, preferably worked in a BPO Industry, Energy Sector, B2C relationship management, customer service (servicing internal or external customers), consumer-facing sales organization handling inbound & outbound calls, CRM systems.

Position Academic Qualification

• Graduation in any discipline.

Desired Technical Skills

• MS Excel tools and Basic CRM Tools
  
  

Desired Soft Skills

• Should have attention to detail
• Communication Skills (Verbal and Written)
• Interpersonal Skills
• Analytical & Problem-Solving Skills
  
  

Language Proficiency

• English- Must Have
• Hindi/Bengali/Telugu/Assamese/Gujarati/Kannada/Marathi – Good to have

We have a couple of levels in the customer service team from simply assisting customers in their pre-sales queries to solving their complaints at the highest escalations. Based on your work-ex and skill set, we offer salary & responsibilities;, some of them are mentioned here for better understanding.

What you’ll do

Roles and Responsibilities

• Manage large amounts of incoming phone calls, Identify and assess customers needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods.
• Meet customer service team call handling quotas.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Follow communication procedures, guidelines and policies.

Qualifying Criteria

• 6 Months to 1 Year of Past experience in customer success roles in international BPOs.
• Fluent in English.
• Strong phone handling skills.
• Ability to multitask.
• Prioritise and Manage time effectively.
• Academics - Minimum Graduate
• Age - 20 to 25 years 

About UniAcco

UniAcco is an initiative by Adventum Offshore. UniAcco is a global student accommodation platform for students actively looking to study and stay in the UK.  We are a cross-border platform and one-stop solution where students can compare, consult, and choose their accommodation from several verified properties, simply and securely. By providing concierge services to premium customers to ensure them the best hassle-free experience abroad.

Position Overview:

Customer success managers supports your customers as they transition from sales prospects to active users of your products.

Theyre focused on customer loyalty and building close long-term client relationships, and often

stay with the same customers as long as they continue to work with your business.

Designation: Customer Success Manager

Reporting to: Director

Roles and Responsibilities

• Customer Success Manager will proactively reach out to customers to understand the

requirements, and resolve issues.

• Proactively reach out to the newly onboarded customers to understand their needs.

• Develop and manage client portfolios.

• Follow-ups with unresponsive customers to help activation/retention of customers.

• Minimize customer churn.

• Sustain business growth and profitability by maximizing value.

• Mediate between clients and the organization

• Strictly adhere to the Activation & Retention SOP.

• Handling existing customers & providing post-sales support.

• Taking care of customer onboarding & service activation.

• Improve onboarding processes.

• Providing training on software to customers.

• Maintaining a healthy relationship with customers.

• Resolving customer complaints quickly and efficiently.

• Analyze customer data to improve customer experience.

• Hold product demonstrations for customers.

Qualifications:

• Prior experience as a Customer Success Manager with IT Services domain

• Good Communication, Analytical Skills

• Excellent Customer Handling.

• Ability to handle team.