Manager - Customer Service - Outbound

This opportunity is with one of the south India's fastest growing start-up property portal supported by the prestigious Group and is co-founded by a group of McKinsey-InMobi alumni.

Location : Chennai / Bangalore

Responsibilities

- Own the entire responsibility of superior customer experience (better search, discovery and recommendation) in every customer interaction from response generation team

- Maximize conversion and monetization of customers we interact with

- Work closely with cross functional teams to ensure that we both service our campaigns as well as reach out to as many new users as possible and help them in their search

- Provide inputs to product team on how changes can improve efficiency/ effectiveness of the whole response and customer service team

- Be the quality champion - work with TL(s) to setup a quality discipline and devise training modules (or changes in existing processes/scripts) to help iron out quality issues

- Help set-up customer feedback processes and strive to maintain a positive NPS

- Conduct weekly/ daily reviews with TL(s) and the Ops head to bring out issues of concern and resolve them in a timely fashion

- Take up and drive critical initiatives/campaigns at his/her own level - should have an entrepreneurial approach and should not shy away from rolling her sleeves and getting her hands dirty (if required)

- Help nurture and retain talent to build a world class customer service engine

- Lead team hiring by designing and conducting first rounds of evaluation

Requirements

- Experience as a team leader or manager in outbound/customer service calling preferably in organizations known for superior customer service experience (e.g. some of leading voice based BPOs )

- Previous experience in real estate while preferred is not mandatory.

- Excellent communication skills

- Good people management and team leadership skills

- Entrepreneurial spirit (the willingness to go beyond the defined job responsibilities and get things done), customer service orientation, quality consciousness and integrity