Lead Client Services

Role Purpose

Client Services Lead is expected to match and deliver to meet the changing needs of our customers that continually upscale the demands of value from quality monitoring. Assist in standardizing and streamlining the flow of information for their assigned client(s). Attend client concerns; facilitate communication and resolution between various internal entities

Key Role Deliverables:

  • Learn your client’s business, product, processes, intent and influences.
  • Identify and calibrate to stay updated on client’s core business objectives
  • Create and maintain a strong working rapport with your client
  • Understand needs and desires of the client and move to meet those needs in a proactive manner
  • Identify and deliver nuggets of actionable value and its ongoing behavior through evaluations
  • Run analysis to prepare and provide business impact and future returns post suggested change and/or improvements
  • Be responsive. Acknowledge & own client requests/wants. Offer ideas. Suggest alternatives. Help them improve their business
  • Establish channel of open communication and maintain regular contact with clients and its users
  • Assist the clients with items that are over and above the usual. Continually finding ways to delight your clients and maintain a focused eye to strengthen partnership
  • Identify revenue enhancement/growth opportunities

Mandatory

At least 2 years’ experience working on assignments that involve analysis of specific business impacting data points and the presentation of results and recommendations, ideally with external customers

Desirable

  • Customer contact, ideally through working in contact centers
  • Experience as a quality auditor and providing support to both external and internal contacts towards process improvement will be preferred

Required skills and attributes

  • Demonstrated excellent analytical, creative and problem solving skills
  • Strong business acumen
  • An enquiring mind, curiosity and desire to understand ‘why’
  • Listening skills, specifically around structured call listening
  • Ability to rapidly assimilate new technologies and teach yourself Excellent communication skills
  • Well-developed presentation skills
  • High proficiency with PowerPoint and Excel
  • Qualification to degree level or equivalent
  • Based in Delhi/NCR*
Job Type: Full Time
Job Location: Gurugram

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