Senior Manager - CRM, JioCinema

• Vendor Management:
  - Oversee and manage the complete outsourced team of 50+.
- Review, train, and provide timely feedback to agency staff to handle customer queries diligently.
  - Ensure error-free and timely communication with customers.


• CRM Expertise:
 - Possess an end-to-end understanding of CRM platforms such as Zendesk, Freshworks, Sprinklr and Salesforce.
- Demonstrate the ability to use these tools for regular tracking and analysis.
- Set up reports using the tool UI, track process efficiency, and provide business intelligence on customer issues, their scale, and potential improvements regularly.
- Work closely with the Business Product team to maximize the effectiveness of the CRM platform.


• Customer Satisfaction:
- Drive customer satisfaction scores for the business.
- Anticipate and pre-empt potential customer issues.

Who should apply?

• Candidates with 15+ years of experience in Customer Service and CRM Platforms, experience with OTT/E-commerce is a plus.
• Candidates fluent in English (reading, spoken, and writing), knowledge of any regional language is a plus.
• Solution-oriented and committed to delivering the highest level of customer experience.
• High energy, strong interpersonal skills, and excellent communication abilities.
• Detail-oriented to ensure error-free communication.
• Self-motivated, agile, and capable of succeeding in a dynamic environment.
• Engaging and confident in handling challenging customer situations.
• Dedicated to getting it right the first time.
• Willingness to work in shifts, with rostered offs and leaves.