HR at Careerist Management Consultants
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AGM - Call Centre & Customer Care (10-20 yrs)
Job Description :
- To monitor & supervise the customer service team & ensure all complaints are resolved in Turnaround times defined
- Coordinating with Department Heads & ensure all complaints are resolved in Turnaround time defined
- Bringing Escalations to senior management timely
- Improve customer service at training centers by monitoring & also physically auditing the center .
- Proactively checking & monitoring customer satisfaction & ensuring timely resolutions
- Prepares customer care performance reports as defined from time to time .
- Deal with irate customers tactfully & in a polite manner
- Communicating with customers on e mail, phone & in person
- Call dropout students and call them and their parent for counseling.
- Listen patiently and understand the concern of the Student/Parent for dropout.
- Follow up regularly with Student/Parent to retain them.
- Discuss with Centre Operations Manager / HOD (Head of Department) and also provide solution if possible to retain the student.
- Have House call fixed to meet parents.
- Achieve Retention Target.
- Proper Daily Student Wise Report
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