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Assistant Manager / Manager - CRM
At Viacom18 customer support, we have set ourselves the goal to become the most loved customer service brand and as a customer expert, your role is to make sure that every interaction that you have with a user leads the brand in that direction. You are the ‘friend’ any user of a digital product will be delighted to have by their side. You have amazing technical and people skills that are a prerequisite to calm the most irate of customers and not only fix the issue but also enthrall them with great customer experience.
To summarize, help build customer testimonies & drive positive emotions
Vendor Management – To review, train and give timely feedback to agency staff to handle customer queries diligently
Error-free & timely communication with the customer
End-to-end understanding of the set-up of CRM platforms like Zendesk/ Freshworks/ Salesforce along with demonstrated capability to use the tools for regular tracking and analysis.
Should have the ability to set-up reports using the tool UI & track process efficiency, provide intelligence to the Business on customer issues, their scale and improvement on a regular basis.
Work closely with the Business Product team to extract maximum mileage from the CRM platform
Driving customer satisfaction scores for the Business
Pre-empt possible customer issues
Personal Characteristics / Behaviours
Relevant experience in Customer service industry; experience with OTT/ Ecomm will be a plus
Solution oriented and committed to highest level of customer experience
Should be high on energy, possess strong interpersonal skills & excellent communication skills
Should have an eye for detail and ensure error free communication
Self-motivated, agile and ability to succeed in a dynamic environment
Engaging and confident to take challenging situations from customers
Get it right the first time
Willingness to work in shifts and rostered offs and leaves
Educational Qualifications & Special Skills
Graduate with 8+ years of experience in Customer Service and CRM Platforms
Must be fluent in English - reading, spoken and writing skills must
Knowing any regional language will be a plus