Customer Support Operations Associate

Onclusive; Navi Mumbai; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salary

Hybrid work model

Mental health support

Job summary

Onclusive is seeking a Client Services Manager in Navi Mumbai, India. In this role, you will act as the first point of contact for clients, addressing their queries and maintaining strong relationships. The ideal candidate will have extensive knowledge of client support processes and a proven track record of delivering proactive service. We offer competitive salary and hybrid working opportunities, with a focus on well-being and work-life balance.

Qualifications

• Extensive experience in Client Support processes.
• Demonstrable ability to provide excellent proactive service.
• Effective teamwork and communication with colleagues.

Responsibilities

• Maintain understanding of client briefs and requirements.
• Respond to client changes and ensure accurate follow-up.
• Provide advice related to change requests.

Skills

Client Support Processes

Proactive Service

Team Communication

Analytical Skills

Organizational Skills

Interpersonal Skills

Job description

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 all requests 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 and followed 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, products and 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 Company’s media products and production techniques
• Analytical and problem solving skill
• Ability to plan, prioritise and deliver to tight deadlines
• Organisational, administrative and technical skills
• A high level of interpersonal and influencing skills
• Resilience

Workdays and Operational times:

• Monday to Sunday, Rotational 5 day work days
• Work times are market (region) dependent
• 3 shifts, decided mutually

What we can offer:

• Competitive salary and benefits
• Hybrid working in a team that is passionate about the work we deliver and supporting the development of those that we work with
• A company focus on wellbeing and work life balance including initiatives such as flexible working and mental health support

We want the best talent available, regardless of race, religion, gender, gender reassignment, sexual orientation, marital status, pregnancy, disability or age.