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Relationship Manager (Service care)

Job Summary:

The key responsibilities are handling premium clients by understanding and satisfying their requirements, managing escalations, and on call resolutions.

Job Description

  • Responsibilities and Accountabilities:
    • Be the SPOC across services for a customer.
    • Update ticket/sub milestone status for all services within customer entity.
    • Manage: Customer interaction & escalations.
    • Ensure timely and accurate response to the customer.
    • Handhold customer in the first few days of the service starting.
    • Talk to customer: regular intervals and maintain open channel.
    • Send weekly, daily updates on Service progress.
    • For subscription services - make sure customer dashboard & regular newsletters are 100% up-to-date.
    • Establish customer 'hotline' in case of urgency and issues apart from delivery executives.
    • Touch base on escalations and liaise with departments towards earliest closure.
    • Departments will have a 'Green channel' in CRM for these customers and to get priority assistance.
    • Excellent ability in analyzing the opportunity for cross-selling and up selling.
  • Tools & Resources required:
    • Desktop
    • Mobile

Job Specifications

  • Qualification(s):
    • Any graduation.

    • Experience
      • Nature of Experience: Proven experience in Client Relationship Management.
      • Length of Experience: 0 - 2 years .
    • Skill Set & Personality Traits required:
      • Excellent client handling skills.
      • Dynamic and energetic individual.
      • Ready to take up challenging tasks with a go – getter attitude.
      • Excellent communication skills.
      • Problem solving ability with a good presence of mind.
    • Cost to the company: 3 - 4 lakhs per annum.
      • Location: Chennai
        • Age Group: 22 – 28 years.
          • Additional information:
            • Proficiency in other languages will be an added advantage.

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