Retention Specialist

3 - 7 Years
Mumbai

Job Description

Job Description
High level of customer orientation (Both Internal and External)
Strong business orientation and able to develop deep understanding of Clients requirement and company objective.
Maintain Basic Hygiene: Educating Customers on TAT and streamlining the accounts.
Being Proactive at all times overall in all aspects in being business oriented and day to day operational requirements.
Effective business decision making for the customer & its impact along with time commitment.
Client Visit: Ensure Client delight on customer requirements with timely intervention.
Diagnose and understand the underlying drivers of performance gaps for the account and implementation to provide with a permanent solution approach so that this can improvised overall for the account.
Fixing issues fundamentally and building excellent customer rapport.
Identifying the real problem & Solving Repetitive as well as Pending issues permanently.
Monitoring performance & Volume trend as well as updates on aspects of the applicable Netcore products customer uses and suggest the best solutions as per the customers objective.
Dashboard Stats to be shared of what customers would want to know for their accounts thereby checking effectiveness plus giving suggestions accordingly.
Raising product related enhancements to increase convenience, customer experience or efficiency.
Initiatives to be taken with a vision to lead oneself and being self-sufficient at all times.
Always addressing a problem with a solution approach.
Updating the internal respective stakeholders as per the situations applicable at the right time.
SPOC needs to ensure that the level of trust and confidence built with the customer is immense so that they does not call sales for any ops work thereby reducing their contribution which show be the basic DNA.
Day to day coordination within internal teams and communicate effectively with the timeline required and have regular sync ups wherever applicable.
Enabling adaptation of quality as a way of life with in the organization.
Always be well informed of future ventures/requirements of the customers for their respective accounts.
Keeping Track of the Industry Trends.
Making sure that customer feedback is considered.
Ensuring that we give inputs/suggestions which elevates business performance as well as work in the best of capacity that we get recurring business because of the high quality standard service provided.
Should be available on call 24/7 for Customer assistance.

Salary: Not Disclosed by Recruiter

Industry:IT-Software / Software Services

Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations

Role Category:Back Office/Web/Transaction Processing

Role:Assistant Manager/Manager-(NonTechnical)

Keyskills

Desired Candidate Profile

Please refer to the Job description above

Company Profile

Netcore Solutions Pvt Ltd

Netcore is Asia’s largest ESP & India’s leading Marketing Technology Company that
offers solutions for enterprises that redefine Digital Marketing & Enterprise
Communication. The first and leading Marketing Automation Solution provider in
India, Netcore was established in 1998 by Mr. Rajesh Jain, an internet pioneer.
Netcore’s Digital Marketing suite includes Promotional and Transactional Email
Marketing, Mobile Marketing and Marketing Automation solutions.
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Contact Company:Netcore Solutions Pvt Ltd