Customer Service MatchMaker

RishtaSite.com is a leading personalized matchmaking service dedicated to helping Indians in the UK, USA, Canada, Australia, and India find their perfect life partner. Our mission is to provide a reliable and efficient matchmaking platform that caters to the unique needs and preferences of each individual client.

Skills needed- Customer interaction, Sales, achiveing target, generate business, profile enhancement, SLA  Management, Team audit, Coaching, training and hiring.
Location- Netaji Subhash Place, New Delhi (WFO) (Need local candidates only)
Experience- 1-4 Years
Relevant experience- 1 year is needed
Budget- 4.80 LPA-5.40 LPA (salary will vary as per experience)
Shift timimgs- 10pm-7am
Notice period- Immediate-15 days
Interview process- F2F only
Communication:- Fluent in English, Hindi and Punjabi
Working Days- 6 Days working (1st and 3rd Saturday are off)

Roles & Responsibilities:
1. Get Member Connected:
- Facilitate connections between members based on preferences and profiles.
- Ensure a seamless onboarding experience for clients.
2. Client Feedback:
- Collect and analyze feedback from clients to continuously improve services.
- Address and resolve client concerns promptly.
3. Open Client Preferences:
- Understand and open preferences of clients to enhance matchmaking accuracy.
- Suggest and implement improvements based on client preferences.
4. Business Opportunity:
- Identify and source new business opportunities to expand the customer base.
- Contribute to the growth and success of the matchmaking service.
5. Renewal Target:
- Maintain a renewal target of 80% by fostering strong client relationships.
- Proactively engage with clients for renewals.
6. Profile Enhancement:
- Regularly enhance profiles to showcase the best attributes of members.
- Ensure accuracy and completeness of member profiles.
7. Coaching and Team Audit:
- Provide coaching to the team on customer service best practices.
- Conduct regular audits to ensure service quality and adherence to processes.
8. SLA Management:
- Maintain a Service Level Agreement (SLA) of 90% for response and resolution times.
- Implement improvements to meet or exceed SLA standards.
9. Quality Score Maintenance:
- Ensure a consistent quality score of 90% for all customer interactions.
- Implement measures to improve call quality.
10. Wow Experience Culture:
- Foster a culture of delivering wow experiences to clients.
- Implement initiatives to exceed customer expectations.
11. Team Management:
- Manage the customer service team effectively.
- Handle escalations and maintain a zero-escalation goal.
12. Training and Hiring:
- Train the team on customer life cycle, challenges, and retention strategies.
- Hire team members as per business needs, ensuring a skilled and motivated workforce.

Skills Required:
1. Honesty: Maintain transparent and truthful communication with clients and team members.
2. Communication Skills:
- Strong written and oral communication skills in Punjabi and English.
- Effective negotiation skills.
3. Empathy: Demonstrate empathy towards clients and team members.
4. Email Writing Skills: Ability to craft clear and professional emails.
5. Retention Skills: Proven ability to retain clients and foster long-term relationships.
6. Client-Centric Behavior: Prioritize and align services with client needs and expectations.
7. Active Listening: Skillful in actively listening to client concerns and feedback.
8. Customer Happiness Centric: Focus on ensuring customer happiness and satisfaction.
9. Creative Skills: Think creatively to enhance matchmaking and client experiences.
10. Coaching Skills: Ability to coach and develop team members.
11. Client Loyalty Skills: Implement strategies to build and maintain client loyalty.
12. Detail Oriented: Pay meticulous attention to detail in all aspects of service delivery.
13. Solution-Focused: Approach challenges with a solution-oriented mindset.
14. Language Proficiency: Proficient in Punjabi, English, and Hindi.