Function Description :

- To build platform stickiness via building engagement with the members and delivering a personalised experience.

- To demonstrate excellent customer relationship skills & experience as well as having the ability to drive exceptional and seamless service to high-value members.

- Understand Member requirements/ needs and share it with the concerned team to make sure that the member gets the best experience on the platform

- Convert the points raised by members into what needs to become a platform feature and discuss and close with founders and tech team.

- This team provides a personalized relationship service to our esteemed Members through an in-centre relationship & engagement servicing team.

Location - Delhi (office starts January)

Responsibilities :

ANALYZE :

- Achieve /exceed customer satisfaction targets measured through VoCM. Consistently achieve service level agreements.

- Develop and implement service processes that enhance customer satisfaction.

- Drive engagement on the platform and make sure that more Platform members engage on weekly basis for the meetups

- Update member profiles on registration and then followup for solving their queries.

- Assist members in meetings post matchmaking

- Take feedback post meetup and understand the shortfall and share the same with the concerned team for action

Business Outcomes :

- Build relationships with high net worth individuals and Business leaders & service their needs effectively through innovative thinking

- Prioritize & efficiently fulfil customer requests

Leadership Outcomes :

- Put enterprise thinking first, connect the role's agenda to enterprise priorities and balance the needs of customers, partners, colleagues & shareholders.

- Lead with an external perspective, challenge the status quo and bring continuous innovation to our existing offerings

- Demonstrate learning agility, make decisions quickly and with the highest level of integrity

- Lead with a digital mindset and deliver the world's best customer experiences every day

Past Experience and Functional Capabilities :

a. Graduate with Minimum 1-3 Years of Experience.

b. Ideally with a strong Luxury sector and/or Relationship Management background and fundamental knowledge of Member service dynamics, to participate in the development of relevant and profitable products and services.

c. Must have a good understanding specifically of call centre operations together with the technologies and processes which drive successful telephone service operations.

d. Must be decisive in making timely and appropriate judgments and decisions based on best available information.

- Time Management and Workload Management

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