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Internship Details

About Internship:

SG Global Support Services (SG) provides a complete outsourced solution for non-profit organizations and a cost effective platform for them to fundraise efficiently. It was set up in Kuala Lumpur, Malaysia as its regional office supporting 8 countries across the region (including India, Malaysia, Singapore, Thailand, Indonesia, Philippines, Hong Kong and Korea). SG is currently expanding to India based on clients’ needs.

In view of the urgent needs of clients, SG is now working with IMaCS to support the operational requirements. In this regard, IMaCS invites applications from qualified candidates for the position of Customer Service Executive based at Delhi.

JOB PURPOSE

• Manage inbound calls, outbound calls and e-mails by providing optimum service to customers.
• Meet monthly conversion targets.
• Resolve customer service enquiries and issues promptly via calls & e-mails, ensure effective & timely follow up.
• Maintain and ensure customers’ records are updated into customer database accurately.
• Liaise with company’s clients in relation to customer service issues.
• Prepare contact reports and analysis on inbound/outbound calls.
• Support Supervisor/Manager to review work processes, identify and resolve process gaps through constructive feedback for continuous improvements where appropriate.

Roles and Responsibilities:

• Engage donors with a friendly attitude for an opportunity to pitch the sale for acquisition, conversion, upgrade & reactivation products.
• Work through initial hesitations and concerns of donors in order to be able to provide first call resolution.
• Maximize opportunities to retain customer, up sell or cross sell donor by meeting customer needs/capability.
• Ensure contact rate/fixed rate of leads are within stipulated targets set.
• To attend and manage all inbound calls and mails from donors.
• Ensure calls are completed within stipulated timelines which will be determined upon the assignment of the respective call work.
• Ready to adapt and settle with the process changes.
• Maximizing the realized conversion numbers.
• Maintain accurate customer information, leads and contacts in customer profiles.
• Raise accurate fulfilment/processing requests to the processing team (related to retention).
• Ensure each call, inbound and outbound is handled professionally and courteously leading to a closure satisfactory to the donor.
• Meeting the call quality parameters along with conversion targets.
• To raise to superior’s attention immediately upon encountering backlash or negative feedback from the donors relating to any areas of SG or the recruiter’s obligations to the client, inconsistencies in the data/call list, technical or software difficulties, or any issues preventing the execution or completion of the assigned tasks within the stipulated timelines.
• Maintain a positive work environment that fosters collaboration among the team members.
• To actively participate in process improvement by giving innovative ideas.
• Ready to adapt and settle into the new role quickly.

No. of Positions

4

Skills Required

Application Deadline

Apply by: 6th Jun `20

Stipend

Rs. 20000-22500

About Company

SG Global Support Services (SG) provides a complete outsourced solution for non-profit organizations and a cost effective platform for them to fundraise efficiently. It was set up in Kuala Lumpur, Malaysia as its regional office supporting 10 countries across the region (including India, Malaysia, Singapore, Thailand, Indonesia, Philippines, Hong Kong ,Taiwan, Korea and France). SG is currently expanding to India based on clients’ needs.

In view of the urgent needs of clients, SG is now working with IMaCS to support the operational requirements. In this regard, IMaCS invites applications from qualified candidates for the position of Customer Service Executive based at Delhi. 

JOB PURPOSE 

• Manage inbound and outbound calls by providing optimum service to customers. 

• Resolve customer service inquiries and issues promptly, ensure effective & timely follow up. 

• Maintain and ensure customers’ records are updated into customer database accurately. 

• Liaise with company’s clients in relation to customer service issues. 

• Prepare contact reports and analysis on inbound/outbound calls. 

• Support Supervisor/Manager to review work processes, identify and resolve process gaps through constructive feedback for continuous improvements where appropriate. 

KNOWLEDGE AND SKILLS 

• Strong command of English and Hindi. Ability to converse in Bengali, Kannada, Telugu and Punjabi will be advantageous too.

• Basic knowledge of MS Office Suite (Word, Excel & PowerPoint).

• Self-motivated individuals with integrity, drive to achieve targets and possessing good organizational skills. 

• 1 year of working experience in customer service industry with specialization in telesales or telemarketing role will be an added advantage.

• Freshers are welcome to apply.

ANY OTHER ATTRIBUTES 

• Mature, resourceful, tactful and diplomatic with the ability to communicate with people of all levels.

• Self-motivated individuals with integrity, drive to achieve targets and possessing good organizational skills. 

Salary will be at par with the industry norms. Vacancy available for multiple 'Customer Support 

Executive' positions; expected joining date: Immediate  

Interested candidate may email Resume to:

hr-india@sgsupport.com .

Only short-listed candidates will be notified. QUALIFIED WOMEN ARE ENCOURAGED TO APPLY. 














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