Manager-Customer Service

You will be responsible for spearheading a premium matchmaking service that delivers the highest match success rate globally. This pivotal role entails leading a team of over 100 individuals and ensuring their productivity. You will need to be actively involved in all aspects of Customer Service, as it is a strategic and crucial component of the business. Therefore, we are seeking an individual who possesses analytical, strategic, and tactical capabilities. In this role, your responsibilities will include: - Developing an in-depth understanding of Shaadi.com consumer segments across various communities to effectively address the distinct requirements of each VIP member. - Utilizing customer insights to revamp and streamline the service process, leading to a significant increase in matchmaking success and customer satisfaction. - Ensuring team members are well-trained to provide empathetic, personalized service and act as trusted advisors to families. - Conceptualizing and implementing technology solutions and enhancements to enhance service quality and minimize unproductive time. - Strategizing for rapid team expansion to accommodate the growing VIP membership sales, while upholding service quality standards. - Managing closed-loop process flows for effective escalation management, ensuring unsatisfied customers receive an experience that reflects positively on Shaadi.com. To be successful in this role, you should possess: - 4-7 years of relevant experience, preferably in the Internet industry. - Exposure to value and volume selling is essential. - A strong understanding of quality metrics and process improvement methodologies. - Drive performance management through the application of best-in-class performance metrics.,