Customer Specialist

Manipal Technologies Limited; Chennai; On-site; INR 350,000 - 520,000; Full time

Job summary

Manipal Technologies Limited in Chennai seeks a dynamic Customer Support professional with exceptional communication and coordination skills. You will ensure top-tier customer experiences by aligning with internal and external stakeholders and presenting analysis to customers periodically.

The role emphasizes improving customer success processes, regular account reviews, and coordinating with multiple teams to meet satisfaction targets and contractual requirements.

Qualifications

• Strong communication with internal and external stakeholders.
• Experience in presenting analysis to customers.
• Experience coordinating with multiple teams and processes.

Responsibilities

• Develop and maintain relationships to grow loyalty and potential customers.
• Analyze existing customer success workflows and identify bottlenecks and improve processes.
• Maintain confidentiality and handle additional responsibilities as assigned.
• Conduct regular account reviews with customers to meet requirements and targets.
• Collect customer feedback to gauge satisfaction and understand needs.
• Manage all parts of the client experience from entry to transition within responsibility area.
• Coordinate with Process, IT, Dispatch, Operations and KAS on customer-experience matters.
• Review SOPs to ensure quality meets contractual, legal, and policy standards.

Skills

Clear communication

Presentation

Data analytics

Team management

Interpersonal skills

Reporting and documentation

Education

Graduation

MBA/Postgraduate

Tools

MS Office

PowerBI

Job description

Job Description:

Dynamic and experienced Customer Support will have excellent communication skills, strong attention to detail, and a passion for ensuring exceptional customer experiences by coordinating with all the external and internal stakeholders.

Moreover, the candidate should also be adept at presenting analysis to customers periodically, enhancing our commitment to delivering top-tier service.

Key Responsibilities

• Develop & maintain good relationships for developing loyal/ potential customers.
• Analyze existing customer success processes and workflows and proactively identify and implement solutions to bottlenecks and inefficiencies in the existing process.
• Confidentiality in all aspects and handling any additional responsibilities as and when assigned.
• Proactively conduct a regular account review with all the assigned customers and understand all requirements and ensure to meet to their satisfactory level and meet the targets assigned.
• To collect periodic customer feedback assessments from all assigned customers to gauge satisfaction levels and effectively understand their needs.
• Implement and manage all parts of the client experience – Entry, service, liaison, exit and transition within the area of responsibility.
• Coordinate with Process Team, IT, Dispatch, Operations and KAS for all customer experience related matters.
• Periodic review of departmental SOP’s and Ensure quality of practice meets contractual requirements, legal obligations and organizational policy and procedures.
• Customer agreements – review agreement draft copies for customer submission, keep track on customer agreement.
• Coordinate and participate in monitoring, review and auditing processes related to business with KAS and relevant stakeholders and coordinate with certification bodies (Rupay, VISA & Mastercard) for product approval.
• Serve as the SPOC for all assigned customers, leading end-to-end new requirement gathering for job onboarding and execution across projects
• Track and monitor Change Requests (CRs) for all assigned segments, ensuring proper follow-up and escalation to peers in case of delays or lack of support.
• Compare purchase orders and quotes for accuracy and Identify discrepancies in order receipts and communicate them to KAMs / planning in case of a change in process and any other major changes leading to additional expenditure.
• Tracking day-to-day incoming data and monitoring the TAT and daily operational communication with clients.
• Reconcile actual dispatch counts and pending dispatch data, providing daily status reports to customers and daily meetings with the Production and Planning team relates to the daily schedule and ensures dispatches are happening within TAT.
• In case of delay, immediately esc ...
• Monitoring stationery stock reports on a weekly basis shared by the concerned team and ensuring timely reorder to avoid any shortfall.
• Take timely approval from customers for printing all required stationery in advance.
• Post completion of activity, ensure to send dispatch confirmation and supporting documents to customer on daily basis.
• Preparing monthly Billing MIS within 02nd of every month and take approval from customer immediately and share with billing team for invoice generation.
• Preparing the invoice for the completed job on time and ensuring dispatch of the invoice & receipt of the same by the Customer.
• Checking the rates in the invoice with the original PO rates and confirming the correctness of the Invoice.
• Following & maintaining 5S, ISO, QMS, and EMS standards always. Adhere to the ISMS (Information Security Management System) policy in the organization.

Skills Required

1. Clear Communication Skills to handle all internal and external stakeholders.
2. Presentation and Data Analytics Skills
3. Team Management
4. Interpersonal Skills
5. Confidentiality in taking any additional responsibilities as and when given.
6. Reporting and documentation

Technical/Functional Proficiency Required

1. Advance MS Office skills
2. Proficiency in data analysis and reporting tools like PowerBI is a plus.

Educational Qualifications

Graduation. MBAor Postgraduation willbe an added advantage

Experience Level (If applicable)

2-3 years of experience in BPO, Customer interaction, Marketing Support, Sales& marketing