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04/03 Isha
HR at Rebel Foods

Views:462 Applications:105 Rec. Actions:Recruiter Actions:13

Rebel Foods - Training & Quality Head - Customer Care (7-13 yrs)

Pune Job Code: 805158

Rebel Foods (formerly Faasos) Hiring for Training & Quality Head - Customer Care_Pune


Job description

1. Induct & Train our newly recruited customer care agents in order to deliver the best customer care

2. Constantly develop & improvise our training content on various subjects - Knowledge Base on Products & Services, Technological Platforms, Various Complaints & Resolutions, Communication Skills, Empathy, Kitchen Operations, Company Policies & Programs, Handling Tough Situations, Key Do's & Don'ts, etc.

3. Evaluate the developed training content on ease of understanding, testing, retention & feedback

4. Thoroughly test and cross examine our new customer care agents before they are deployed on the customer care floor.

5. Constantly supervise & improvise the customer care agents on floor on Call Quality - Inbound & Outbound & our Email & brand wise social responses

6. Interview & hire the best candidates on communication skills, logical thinking & cultural fit post HR & mock call screening.

7. Plan for Half Yearly Refresher Training's and partner with external agencies on annual external certifications for customer care agents.

Who would fit well in this role:

1. People who possess previous Experience of > 7 years in BPO Centers/Call Centers

2. Should have prior experience of at least 2-3 years in World Class Customer Care

3. Direct Training Experience of > 4 years of Customer Care executives & teams

4. Direct Operations/Operations Management Experience of > 3 Years

5. Individuals who are highly customer obsessed, dynamic, highly empathetic & are passionate in creating 'WOW' experience for our customers at each and every step of the way in their journey.

6. The person must showcase remarkable communication skills, try & fail fast attitude &possess basic analytical skills.

7. People who are directly aware of the latest tools & technology to train & upskill customer care executives in various stages of their job cycle.

8. People who are very much hands on Google Suite & Microsoft Office - Excel, PowerPoint & Word

What can you expect?

1. A very open performance driven culture & a supporting & collaborative team of 3-4 training & quality executives

2. Multiple Office Perks - Full Time Pantry, Office Outings, Subsidized Food on Demand (Work Cafe)

Women-friendly workplace:

Maternity and Paternity Benefits

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