Customer Support Operations Associate Navi Mumbai

About the role:

You will be the first point of contact with the client in order to support them solve their queries in a timely manner or direct them to the relevant departments for the information they require. Your objective is to follow up customer queries inform them assist them and deal with their complaints to ultimately help build customer loyalty and improve retention rates.

Your Responsibilities:

• Maintaining a good understanding of allocated clients briefs and requirements and ensuring that these are kept accurate and up to date

• Responding to client-communicated changes to brief and set up ensuring that allrequests are accurately logged communicated and followed up with the client

• Providing advice and guidance relating to change requests and ensuring an in-depth

• Knowledge of the media monitored by Onclusive in order to aid in this process

• By taking a keen interest in their allocated clients the Client Services Manager is expected to proactively identify and anticipate their needs

• Communicating with the client to understand and address reported issues either

• through direct action or interfacing with the relevant group or department

• Ensuring that all reported issues are accurately logged investigated resolved andfollowed up with the client

• Ensuring close and well-coordinated communication with the wider Customer Support department in relation to both service provision and client contact and relationships

• Confident user and trainer of Reputation platform and all other platforms productsand services we offer

Who you are:

• Extensive knowledge and experience of Client Support processes

• Demonstrable record of providing excellent proactive service and support

• A team approach communicating effectively with colleagues to achieve best working practices

• A good working knowledge of the Companys media products and productiontechniques

• Analytical and problem solving skills

• Ability to plan prioritise and deliver to tight deadlines

• Organisational administrative and technical skills

• A high level of interpersonal and influencing skills

• Excellent written communication abilities

• Resilience

Workdays and Operational times

• Monday to Sunday Rotational 5 day work days

• Work times are market (region) dependent

• 3 shifts decided mutually