matrimony.com: www.matrimony.com   General Manager – Customer Support   Role: Head – Customer Support, Bharat Matrimony  Reporting: Business Head – Bharat Matrimony  Objective:   The incumbent is responsible for the entire gamut of Customer Support of Bharat Matrimony. S/he will lead a team of Support Managers. Support services involve broadly handling:   - customer profile registration, modification requests, verification, validation (including photo and phone numbers)  - customer queries about usage of product  - customer issues about sales and payment processes   - customer complaints & feedbacks  - customer retention interventions at periodic times  - fraud on customers  - quality audit   Purpose of Job:   - To be the voice of the customer inside the company   Responsibilities:  - Establish Support Service Standards, SLAs, systems, structure and procedure to provide effective Customer Support Services to all Bharat Matrimony Customers.  - Build Support Service Delivery Team of multi lingual capabilities.  - Training & Domain Expertise: Develop and implement functional, soft skill and domain training programs to equip the teams to deliver excellent customer service  - Service Quality & Business Process Improvement: Monitoring of Support Service Delivery at all customer touch points (incoming/outgoing calls, inbound/outbound chats, emails, toll free, etc.) through service audit, Voice of Customer and ensure appropriate process improvement is implemented.  - Responsible for Customer Care and Service Delivery to ensure customer retention (renewals and reactivation) and reference.  - Support Product / Service Innovation: Provide customer insights for new Product / Services  Key Functional Skills  - High Degree of Customer Service Orientation, EQ and Empathy  - People Skills (ability to manage 200+ talented workforce across multiple locations)  - Analytical and Problem Solving Skills  - Communication / Presentation Skills  Candidate Profile  - MBA with 10 – 14 years of experience in Customer Service / Business Process Management in Hospitality, BFSI, Airline, Telecom etc  - Highly energetic, service oriented management professional with proven competencies in learning new products and services, new markets, new verticals and should have made a significant Service impact / transformation in the previous assignments.

Chennai

Matrimony.com - GM - Customer Service 

Matrimony.com - GM - Customer Service  ,Job Description for Matrimony.com - GM - Customer Service  in Matrimony.com Pvt Ltd in  Chennai for (10-14) years of experience. Apply Now!

Job Description for Matrimony.com - GM - Customer Service  in Matrimony.com Pvt Ltd in  Chennai for (10-14) years of experience. Apply Now!