Customer Retention & Servicing Specialist

FoxDigit was incorporated in 2016 and since then serving global clients in DRTV space. We service International NGO's, helping them raise funds for the various causes and hence contributing towards making this world a better place to live. We have delivery centres in Gurgaon & Bangalore. FoxDigit’s vision is to deliver “beyond the contract” services to its clients. Our approach is to remain focused on each customer’s unique needs and craft solutions to support them achieve their business goals faster We are in a growth phase and looking for talent across our delivery centres who can become an integral part of our growth story, grow with the organization   Job Title:                            Fundraiser for Servicing & Retention (Telugu (must) & English) Job Role:                            Managing donor queries, Retention of existing donors, Welcome Calling Location:                           Gurgaon No. of Positions:             1 Salary range:                   20,000 – 25,000 per month plus good performance incentives Shift:                                    Day (12*7 operating window) Work week:                      6 days   Job Description – We are looking for an experienced candidate with overall experience of 1-3 years and minimum 1 years of experience in Customer service/Customer Retention. The individual should be able to manage the queries and ensure the best experience to our customers/Donors on calls/Whatsapp/Emails to meet Client/Organization goals Key Responsibilities: ·        Delivering on Client SLAs consistently ·        Handle Customer/donor complaints ·        Welcome calling ·        Retention of existing Customers/ Donors ·        Client communication ·        Call Monitoring, coaching & grooming team members ·        Process improvement/continuous improvement   Desired Candidate Profile - ·        Experience in the BPO space managing a team ·        Excellent communication Skills – Telugu (Mandatory), English(Mandatory) & Hindi ·        Must have managed a customer queries/complaints ·        Experience in Customer Service (must) & Outbound Sales is preferred ·        Any experience in the DRTV industry would be highly preferred ·        Basic knowledge of MS office is must ·        Knowledge and proficiency of quality improvement tools (technology) and processes ·        Must be comfortable in an ever changing, fast paced, hands-on, entrepreneurial environment ·        Necessary competencies include: Collaboration and teamwork, initiative, and accountability