WeAssemble Hiring for Customer Relations Co-ordinator at Mumbai, Maharashtra Full Time

REPORTS TO: Operations Manager 

LOCATION: India

MAIN PURPOSE OF ROLE: As a small but fast-growing business this position is integral to the customer experience. Responsible for the day-to-day effective delivery of ground fulfilment to deliver a best-in-class experience to our customers. You will be responsible for effective delivery of the Indian customer service extension and deliver a best-in-class customer journey & experience.

Your role will extend to working closely with the Operations Manager based in the UK and supporting a small customer relations team in India.

Customer Experience

Our customers are at the heart of what we do, you are required to successfully set up and support an outsource customer experience team in line with the UK procedures and processes. As part of this role, you will be the direct support to the customer relations team in India and will work closely with the UK Operations Manager to ensure a seamless extension to their team. You will cascade UK news and information, ensuring a robust and accurate 7-day rota is in place and when required to provide support for sign up, on sale and event/experience programs.

Team Support:

• Oversee and support the customer relations team

• Work closely with the UK operations manager to ensure you are up to date with all brand news, event timetables and escalated issues

• Operate an accurate and robust 7-day rota

Customer Services:

• Identifying customer needs and taking a proactive approach to maintain positive experiences.

• Respond to customer queries in a timely manner via phone, chat, email and social media [mainly from pre-written canned responses]

• To deliver a high-quality customer service and support, contributing to the operational excellence.

• Communicating via our CRM database with guidance and support from the team leader.

• Keeping yourself up to date with travel and tourism news and regulations.

• Collaborating with our UK customer experience team, our operations manager and your team leader to enhance the service and brand awareness.

• To record and escalate all issues outside of your training or tasks required of you.

• Recommend system, process and any efficiency related idea you have.

• Any other data entry, research or customer service tasks that may occur.

Relationship Management

You will influence and inspire the team to create and nurture their own relationship skills, and help them create alliances with the UK team and our customers.

Our People

Company has a positive workplace culture and is driven to attract talent, drive engagement to promote happiness, satisfaction and performance. 

Responsibilities 

• To be completely flexible with your work pattern around our event programme.

• To operate between the hours of 7am- 3pm [Mumbai Time] 5 days over a 7-day rota.

• Suggest any improvements you identify through your day-to-day activities.

• To contribute to the wider company strategy when required.

Direct Reports: Customer Relations Team

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Essential Experience

• Administrator and Customer Service 

• Team Leader or Admin Lead in any industry (Travel/Events highly desirable but not essential)

Skills, Knowledge and Experience

• Good Communicator (English Language)

• Attention to detail and accuracy [Essential]

• Strong verbal and written skills

• Excellent planning and time management capabilities

• Good judgment and decision-making skills

• Passion, ambition, desire to achieve

• Ability to foresee the outcome and act with a hands-on pro-active approach

Competencies

• Collaboration

• Providing Direction and Support

• Engaging others

• Delivery Driven

• Keen eye for detail

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Job Type: Full-time

Salary: ₹200,000.00 – ₹600,000.00 per year