Senior Manager - CRM, JioCinema

At Viacom18 customer support, we have set ourselves the goal to become the most loved customer service brand and as a customer expert, your role is to make sure that every interaction that you have with a user leads the brand in that direction. You are the ‘friend’ any user of a digital product will be delighted to have by their side. You have amazing technical and people skills that are a prerequisite to calm the most irate of customers and not only fix the issue but also enthrall them with great customer experience.

To summarize, help build customer testimonies & drive positive emotions

• 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.

Viacom18 Media Pvt. Ltd. is one of India’s fastest-growing entertainment networks and a house of iconic brands that offers multi-platform, multi-generational and multicultural brand experiences. Viacom18 defines entertainment in India by touching the lives of people through its properties on air, online, on ground, in cinemas and merchandise. Its portfolio of 38 channels across general entertainment, movies, sports, youth, music and kids genres delights the consumers across the country with its eclectic mix of programming. JioCinema, Viacom18’s OTT platform, is one of India’s leading streaming services and most popular destination for live sports. Viacom18 Studios has successfully produced and distributed iconic Hindi films and clutter-breaking regional films for over 13 years in India.

We are an equal opportunity employer and all qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status.

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