Assistant Customer Relation Manager

General Purpose

Will be responsible for connecting with the business and understanding their concern, have it documented and follow up on any open points to closure. Following up on Critical FCRs, women employee concerns, poor feedback from application and have it addressed and documented. Preparing and maintaining reports and sharing with leads from time to time. Connect with business leads and maintain good rapport. Preparing presentations and conducting training sessions for the ops team.

Bay Connects:

Preparing schedules for the week

Periodic Bay connects with deals

Preparing MOM with Ops team and publishing it with the businesses

Meeting Valley Clients on regular basis

Connecting with Leads:

Identifying the business leaders (SDL, Sr Managers & Community Leads) Meeting with business

heads

Bay connect schedule planning along with the business leads

Sharing the discussion points with the leads post meeting

MOM of the session:

Update key MOM points and share with the projects

Discussion with the Ops team about the MOM points

Tracking and following up on the open MOM points and ensure closing it within the stipulated timelines

FCR review and Issue escalations closure:

Ensuring the FCRs are resolved appropriately by the team and closed within TAT

Involving in cases related to female employee safety issues

Helping Ops team in resolving FCRs and transport issues

Review FCR closure responses

Meeting employees / Managers / HR to resolve issues if needed

Accident / Incident report handling:

Analysing the incidents and ensuring safety of employees on any incident (case to case)

Helping the operations team in drafting the incident reports

Approval of incident report before uploading in the tool

Detailed updates to be shared with the businesses and the HR group on any major incidents

BCP Information cascade:

Mailers to business on transport updates in case of any disruption

Periodic OTA/OTD report to be shared with the Transport Zonal Leads

Soft skills training:

Maintaining a calendar for monthly Saturday training sessions

Conducting trainings for Ops team on Soft Skills, Email & Telephone etiquettes, behavioural skills, etc.

Sound like you? To apply you need to have:

Education and Experience

• Qualification : Batchelors Degree
• Industry Experience: Service Industry / Client facing / Customer Service
• Overall Experience: 4 or more years of Client facing related experience such as Customer Service or Front office executive. Experience with standard data entry systems, excellent computer skills including proficiency in MS Excel 2010, Word and Outlook, standard analytic and reporting systems with some exposure to programming languages like SQL and tools like Excel etc.
• Technical Skills : 4 or more years of experience in related service industry; employee logistics and transport management preferred.

Key Competencies

• Good technical writing, documentation, and communication skills.
• Self-motivated, positive attitude and a team player.
• Strong organizational skills and the ability to deal with large volumes of data.
• Effectively prioritize and manage time and workload to meet timelines.
• Working and conceptual knowledge of databases is a plus.
• Experience in accessing and executing end user reports and dashboards from any reporting tool is a plus.
• Problem analysis
• Client service orientation
• Adaptability
• Teamwork
• Presentation skills
• Computer Knowledge
• Good knowledge of employee logistics.
• Innovative approach at work
• Quick learning ability & Positive thinking