Job Title

Key Responsibilities Develop & maintain good relationships for developing loyal / potential customers. Analyze existing customer success processes and workflows and proactively identify and implement solutions to bottlenecks and inefficiencies in the existing process. Confidentiality in all aspects and handling any additional responsibilities as and when assigned. Proactively conduct a regular account review with all the assigned customers and understand all requirements and ensure to meet to their satisfactory level and meet the targets assigned. To collect periodic customer feedback assessments from all assigned customers to gauge satisfaction levels and effectively understand their needs. Implement and manage all parts of the client experience – Entry, service, liaison, exit and transition within the area of responsibility. Coordinate with Process Team, IT, Dispatch, Operations and KAS for all customer experience related matters. Periodic review of departmental SOP’s and Ensure quality of practice meets contractual requirements, legal obligations and organizational policy and procedures. Customer agreements – review agreement draft copies for customer submission, keep track on customer agreement. Guide/Assist/Train junior staff members, empower them and support them while handling escalated customer inquiries and issues. Coordinate and participate in monitoring, review and auditing processes related to business with KAS and relevant stakeholders and coordinate with certification bodies (Rupay, VISA & Mastercard) for product approval. Serve as the SPOC for all assigned customers, leading end-to-end new requirement gathering for job onboarding and execution across projects. Track and monitor Change Requests (CRs) for all assigned segments, ensuring proper follow-up and escalation to peers in case of delays or lack of support. Compare purchase orders and quotes for accuracy and Identify discrepancies in order receipts and communicate them to KAMs / planning in case of a change in process and any other major changes leading to additional expenditure. Tracking day-to-day incoming data and monitoring the TAT and daily operational communication with clients. Reconcile actual dispatch counts and pending dispatch data, providing daily status reports to customers and daily meetings with the Production and Planning team relates to the daily schedule and ensures dispatches are happening within TAT. In case of delay, immediately escalate the orders to the concerned team for immediate action. Monitoring stationery stock reports on a weekly basis shared by the concerned team and ensuring timely reorder to avoid any shortfall. Take timely approval from customers for printing all required stationery in advance. Post completion of activity, ensure to send dispatch confirmation and supporting documents to customer on daily basis. Preparing monthly Billing MIS within 02nd of every month and take approval from customer immediately and share with billing team for invoice generation. Preparing the invoice for the completed job on time and ensuring dispatch of the invoice & receipt of the same by the Customer. Checking the rates in the invoice with the original PO rates and confirming the correctness of the Invoice. Following & maintaining 5S, ISO, QMS, and EMS standards always. Adhere to the ISMS (Information Security Management System) policy in the organization.Technical/Functional Proficiency Required Advance MS Office skills Proficiency in data analysis and reporting tools like Power BI is a plus. Basic IT Skills Accounting SkillsEducational Qualifications -Graduation. MBA or Post graduation will be an added advantageExperience Level (If applicable) -Minimum of 5-7 experience in BPO, Customer interaction, Marketing Support, Sales& marketing