HT Media - Assistant Manager/Manager - Customer Service & Operations

Salary offered - 7-10 LPA

KEY RESPONSIBILITIES

- Streamline the - Customer Service experience- by aligning customer needs to organizational offerings

- Oversees customer issues and ensure effective and long-term problem resolution.

- Develops and implements processes and procedures pertinent to the effective and efficient operation of the Customer Service Department.

- Drive continuous client usage of the services

- Develop renewal strategy and plan to retain and grow the client base, with minimal client churn.

- Drive improvement of team CSAT scores, productivity and efficiency

- Improving backend operational management systems, processes and best practices that guarantee organizational well-being

- Engage with clients and build long term relationships to generate repeat business and referrals

- Lead and nurture the client services team to provide the highest levels of client servicing through effective resource planning, execution of client development plans and develop best practices whilst sharing knowledge and experience

- To ensure Compliance and Fraud Prevention

SKILLS & REQUIREMENT

- Bachelor's degree/PG degree

- 4-6 years of relevant experience

- Enjoys working within growth-poised organizations while effectively contributing towards holistic gains to all stakeholders

- Experience in driving projects, process excellence and growth strategy

- Proven ability to build strong client relationships

- Excellent oral and written communication skills

COMPETENCIES REQUIRED

- Customer Service

- Fraud Prevention and Compliance

- Backend Operations

- Process Management and Optimization

- Cost effectiveness

- Business Expansion and Retention

- Team Building

- Project Management

- Training and Development

- Product Building

- Performance Management

- Resource Optimization

- New Business Initiatives