Zenify.in - Operations Manager

Zenify is established in 2009 is a rental management company which provides seamless rental experience to owners and tenants. Zenify means reducing the clutter. This is what we strive to do for your rental needs day in and day out to offer you the real feeling of Zen. If you are a home owner or a tenant then, Zenify is the right partner for you. We take property on rent from Owner which means that owner gets very hassle free rental returns out of property. Tenants are pursuing as "Zenify's Rental Property" which stand for transparent & fair dealings, standardized policies, well maintained properties and top notch service. We have strength of 150 employees.

Roles & Responsibilities:

- Develop and implement customer service policies and procedures

- Define and communicate customer service standards

- Review and assess customer service contracts

- Oversee the achievement and maintenance of agreed customer service levels and standards

- Direct the daily operations of the customer service team

- Plan, prioritize and delegate work tasks to ensure proper functioning of the department

- Ensure the necessary resources and tools are available for quality customer service delivery

- Review customer complaints

- Track customer complaint resolution

- Handle complex and escalated customer service issues

- Monitor accuracy of reporting and data base information

- Analyze relevant data to determine customer service outputs

- Identify and implement strategies to improve quality of service, productivity and profitability

- Liaise with company management to support and implement growth strategies

- Co-ordinate and manage customer service projects and initiatives

- Ensure budget requirements are met

- Evaluate and performance manage staff

- Identify and address staff training and coaching needs

Education and Experience

- Relevant bachelor's degree

- Customer service experience

- Supervisory experience

- In-depth knowledge of customer service principles and practices

- Proficiency in CRM systems

- Proficiency in ms office applications

- Product knowledge

Key Competencies

- Customer service focus

- Problem analysis and problem-solving

- Planning and organizing

- Flexibility

- Stress Management

Nayana Shamsundar
8970973885