Matrimony.com Ltd is the largest and the most trusted matrimony brand with employee strength of around 4200 associates in India and abroad. The service offering of the brand are in matchmaking and marriage related services through websites, mobile sites and mobile applications and is also complemented by 150+ company owned retail outlets. Its flagship products are Bharat Matrimony, Community Matrimony and Elite Matrimony in the matchmaking business, with over 3.2 million active members availing these services.
Job description
Job Location -Hyderabad
Designation-Service Officer- Oriya Speaking Candidates Required
Reporting To– Team Leads
Education and Experience
- Graduation and above
- 0- 6 months of experience in a customer service role.
- Should have experience in handling inbound calls /email/chat.
Department Overview
Customer Service department provides professional and high-quality assistance to customers of matrimony.com throughout the customer life cycle.
Role Overview
A customer escalation is a scenario where a customer is unhappy with the product or employee interaction and wants someone at a higher level within the company to resolve the complaint. You will be responsible for handling customer grievances and queries efficiently and ensure timely resolution by coordinating with the cross- functional departments, also using the opportunity to pitch in for sales wherever possible.
Key Responsibilities
- Receive inbound calls / Email & Chats from members/prospects of matrimony.com.
- Identify and assess customers needs to achieve satisfaction
- Answer member/prospect questions, as well as question members/prospects to obtain full understanding of what information is being requested.
- Document all calls with regards to member/prospect inquires accurately using existing tracking systems.
- Communicate clearly and effectively with member/prospects.
- Manage length of calls /chat.
- Free to paid conversion thru inbound calls / chats & Emails
- Provide quality customer service on every call
- Follow communication procedures, guidelines, and policies
- Take the extra mile to engage customers
- Provide accurate, valid and complete information by using the right methods/tools
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Skill and competency
- Multilingual fluency (minimum 1 regional languages and English)
- Exceptional Communication skills active listening skills, verbal and written communication skills, telephone and email/chat etiquettes, customer relationship management
- Interpersonal Skills – Ability to patiently handle diverse customers & easily connect with them
- A passion for customer engagement and a desire to delight customers by taking ownership to resolve the customer’s issues.
- Passion to learn – Ability to acquire in depth Process/product knowledge
- Problem solving ability
- Influencing skills – demonstrated experience in influencing internal/external customers towards a win-win situation.
Ability to manage conflicts while remaining assertive
Time and Venue
5th December – 7th December , 9.30 AM – 5.30 PM
Venue: 5th Floor, Centre Point Building, Opp Yes Bank, Behind Airtel Splendid Towers, Rasoolpura Metro Station, Passport Office Lane, Secunderabad.
Contact – Phani Kiran ( 7702109412 )
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