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Department Operations - BPO
Job Title Associate: Customer Support
Job Location CBD Belapur, Navi Mumbai
Qualifications Graduates with minimum 6 months of experience. Fresher with good communication skills. IATA knowledge would be an added advantage
Role & Responsibilities
• Access and negotiate multiple information systems to answer questions
• Ability to understand customers needs with strong objection/response handling.
• Interact with other departments on behalf of customer
• Adherence to policy and guidelines as specified by the client and the organization.
• Adhere to productivity and service level norms.
• Provide knowledgeable assistance for wide number of products and customer situations
• Provide information about products and services offered.
• Use all necessary tools and resources provided in assisting customers.
• Provide a level of customer service that meets the specific client requirements in building mutuality and customer relationships.
• Provide timely feedback to the client on customer complaints.
Skills Required
• Computers: basic knowledge of internet & Windows, ability to navigate multiple applications
• Typing speed: minimum 20 wpm with minimum 80% accuracy
• Written communication for documentation purposes
• Customer service attitude (includes responsiveness, empathy, managing irate customers, friendliness)
Others Willingness to work in rotating shifts and on Sundays & Public Holidays.

Department Operations - BPO
Job Title Business Development Manager
Job Location CBD Belapur, Navi Mumbai
Qualifications MBA - Finance/Marketing with 4-6 years of experience in selling BPO services with exposure to International Business Development and Marketing Relations.
Role & Responsibilities
• Identification of new business opportunities and generating target based revenues from new customer acquisitions
• To look at business opportunities in the international market for offshore development and outsourcing
• Going through a process of identifying prospects through various means
• Independent meetings which will involve putting together intuitive presentations, project pitches for solutions being pitched
• To be able to present, prepare detailed proposal documents, commercial presentations
• Working with internal category heads to explore feasibilities of the solutions, organizing samples, mock ups, code to prepare for an effective pitch
• Regular interaction with existing clients for project deliveries
• Think up new ideas ("what more to offer") for new projects with existing customers
• Closing deals using e-mails, phone, web conferencing, client visits and presentation
• Responsible for all business development activities including cold calls, sending mailers, proposals, Meet clients and organize demos and sales closures
• A thorough understanding of the outsourcing business model and offshore services.
• MIS Reporting: Maintain and submit all business reports like Weekly Sales management, Prospect list for current and upcoming months
• Ensure timely reporting to management and business heads.
Skills Required
• High degree of process orientation to understand MNC systems and procedures.
• Industry research capabilities, to understand Clients business environment.
• Should have working knowledge of word processor, spreadsheet and presentation software’s.
• Dynamic, self-motivated team player with a positive attitude to work.
• Patience, high Client orientation, and business common sense.
• Excellent presentation, oral and written communication skills.
• Good analytical and number crunching skills.
Others Willingness to work in UK/US shifts

Department Operations - BPO
Job Title Quality Analyst
Job Location CBD Belapur, Navi Mumbai
Qualifications Graduate with experience in voice calling with minimum 1 year experience in Quality Analysis.
Role & Responsibilities
• A result oriented professional with 1+ year of exposure in Quality
• Performing quality audits
• Live and Recorded calls barging.
• Sampling and evaluation of call quality.
• Provide feedback on call quality of the monitored calls and coaching on improving customer handling skills
• Deliver trainings as and when required
• Maintaining reports and tracking team performances.
• Hold regular quality briefing sessions to address common concerns that are observed
• Excellent verbal and written communication skills
• Should have strong analytical skills and fair understanding of customer experience/satisfaction.
• Should have Good coaching and analytical skill
• Ability to respond to tight schedule / Short deadlines
• Ability to impart Quality as well information security related trainings
• Able to work with cross functional teams to identify process improvement/ re-engineering opportunities
Skills Required
• Excellent and crisp Feedback Delivering and coaching Skills
• Excellent Selling skills
• Strong interpersonal and communication skills
• Hands on MS Office
• Flexible and Adaptable approach
• Strong Training Delivery skills
• Strong analytical and decision making skills
Others Willingness to work 24/7 - needs to be comfortable with working in shifts.