Job Responsibilities and Duties:Manage and resolve customer & Vendor queries.Identify and escalate issues to supervisorsBuild sustainable relationships of trust through open and interactive communication.Convince, convert and onboard the leads by providing necessary information about our services.Take vendors through the process, convince them by sharing deals and offers and convey the value of making an attachment with us.Answer a large number of incoming calls and respond to customers & VendorsProvide service-related information to customers & VendorsDocument all call information according to standard operating proceduresFollow up customer & Vendor calls where necessaryHandling complaints & Vendor support helplineTo acknowledge and resolve customer & vendor issuesAnalyzing the process & giving the outcome for streamlining the process if required.Required Qualifications and SkillsAny degree0-5 years of work experience in a relevant field.Knowledge of customer service practices and principlesExcellent typing skillsSuperior listening, verbal, and written communication skills (Tamil and English)Ability to handle the stressful situation appropriatelyLead Conversion & Convincing skillsWilling to work at Rotational shiftsKnowledge in MS Office (Excel, Word, PPT, etc.,)

Enhance existing operations by implementing effective recruitment and training programs for call center staff. Ensure candidate selection aligns with stipulated job descriptions and stays within the overall budget. Design and develop training modules based on identified needs. Lead the delivery of soft skills and behavioral training programs in accordance with organizational requirements. Develop and finalize monthly, quarterly, and annual training calendars based on business needs, performance management insights, and other relevant sources. Evaluate training effectiveness using appropriate methodologies and implement corrective measures as needed. Drive internal communication related to employee training and development. Assess the impact of training programs and maintain a comprehensive database of training records. Identify internal and external trainers, monitor their effectiveness, and ensure high-quality training delivery. Conduct training programs to meet the requirements of EFS and other industry guidelines. Create and maintain a database of internal trainers across various units.Collaborate with the QA team to review call audits, identify performance gaps, and integrate insights into training modules to improve call quality and compliance.Design and conduct refresher training, upskilling programs, and process update sessions to enhance the performance of existing employees and ensure alignment with evolving business needs.Actively monitor live and recorded calls, provide real-time feedback, and conduct one-on-one coaching sessions to improve soft skills, call resolution techniques, and overall service quality.Analyze agent performance data, identify skill gaps, and refine training methodologies to ensure continuous improvement in service delivery and employee engagement.Partner with Operations, Quality, and HR teams to align training initiatives with business objectives, ensuring training content evolves with company policies, customer expectations, and industry trends. Job specifications:Must have at least two years of experience in a voice-based call center. Must possess strong verbal and written communication skills in Tamil and English. Should be proficient in public speaking. Must have the ability to engage trainees in discussions during educational sessions. Should demonstrate excellent interpersonal skills. Must be an effective multi-tasker. Should be proficient in Microsoft Office including PowerPoint, for creating training materials and presentations. Must have excellent reading comprehension skills and be an active listener. Should possess strong critical thinking and analytical skills. Must have good problem-solving and decision-making skills, along with the ability to exercise sound judgment.

Define and deliver the "On-boarding Welcome Pack"Basic responsibility is to maintain the best vendor relationship by responding to vendor inquiries by understanding: reviewing previous inquires and responses; gathering and researching information; assembling and forwarding information; verifying vendor's understanding of information & answer and documenting actions.Manage Vendor-Business communications: Keeping vendors updated/sending reminders on the latest updates on tech stack and processes.To schedule and conduct business review meetings / Discussion forums with vendors to gauge the utility and viability of prospective working relationships. To know their satisfaction level and to understand their needs.Liaison with technical, call centre and accounts teams to elevate vendor complaints and feedback to the relevant departments. Meet other department managers in the organization to plan strategically.Create strategies and work with clients to boost their band. Expanding the vendor base by upselling and cross-selling. (Inspire repeat-business from clients/increase their cab count)Identify & target at risk vendors (i.e., limited activity) and take appropriate steps to engage them proactively to understand their situation & drive actionHandle detach related request quickly and professionally to reduce any delay and /or loss of business, also attempt to persuade vendor to reconsider cancellation. Repair disengaged or fractured relationships.Constantly talking to defaulters and understand the problem and put forward the case to the management if required.Develop and update client related reports.Manage and train resources to ensure quality and consistency of service to vendors.Job specificationsMinimum 03 to 08 years experience in Sales & Marketing (product and / or service) with cab aggregator / e-commerce / BPO / Hospitality industryAny graduate, preferably post-graduateProven track record of achieving sales targetsHave led transformation programs within the teamsGood negotiation skillsExcellent presentation & leadership SkillsProficient in written & oral communication skills both English and TamilGood analytical mindset & approachStrong ability to interpret / dissect data & make sound decision