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Internship Details

About Internship:

SG Global Support Services (SG) provides a complete outsourced solution for non-profit organisations 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.

Roles and Responsibilities:

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

KEY ROLES & 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 make sales.
• Maximize opportunities to up sell or cross sell services to meet donor needs/capability.
• Ensure contact rate/fixed rate of leads are within stipulated targets set.
• To attend and manage all inbound calls from donors.
• Ensure calls are completed within stipulated timelines which will be determined upon the assignment of the respective call work.
• Maintain accurate customer information, leads and contacts in customer profiles.
• Raise accurate fulfilment/processing requests to the processing team (related to new sales and reactivation).
• Ensure each call, inbound and outbound is handled professionally and courteously leading to a closure satisfactory to the donor.
• 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 participate in any sales/marketing activates or duties as and when required by the management.
• Ready to adapt and settle into the new role quickly.
Working days Monday to friday

Perks:

KNOWLEDGE AND SKILLS
• Preferably with at least 1 year of working experience in customer service industry with specialization in telesales or telemarketing role.
• Prior experience is handling sales over the phone (cross sell & up sell) with a strong interest in SALES.
• Strong command of English and Hindi. Ability to converse in Bengali, Kannada, Telegu and Punjabi will be an added advantage.
• Computer literacy is essential, especially in MS Office Suite (Word, Excel & PowerPoint).

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 organisational skills.

Interested candidate may email Resume to disha.juneja@sgsupport.com. QUALIFIED WOMEN ARE ENCOURAGED TO APPLY.

No. of Positions

1

Skills Required

Application Deadline

Apply by: 27th Apr `18

Stipend

Rs. 20000-25000

About Company

Since starting up in 2002, we have grown to become the leading outsourced support service provider in the Asian region helping 37 non-profit organizations to manage over 1.2 million donors.

We are a team of people who are great at what we do, coming from a diverse range of disciplines and specializations. From finance to programming, graphic design to call center management – all working together to achieve great results for our partners.

Everyone is given the freedom to think independently, take initiative and be innovative. We always strive to do better. We recognize, celebrate and reward achievement. We speak plainly and openly both with our clients as well as within the team. It’s how we work that makes SG Global a dynamic, exciting place to work.

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