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Assistant Manager, Quality

Cactus Communications Private Limited

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2 months ago
228 Viewed
36 Applied

Job Description

Assistant Manager, Quality

We are a language-services company that provides editing, translation, transcription, and training services to individual and institutional clients worldwide.

We believe that in addition to our technical expertise and service offering, our customer-focused approach to service delivery/support will help us build strong, trust-based relationships with our clients. We envision practically every client coming back to us each time he has an editing need and recommending our service actively in his professional circle.

To realize this vision, we need to listen to our client's voicetheir feedback on each assignment, the overall service, and the experience we provideand prove that we can tailor our services around what our clients need.

With this focus, we are looking to add a customer service professional who

  • enjoys interacting with customers and working with customer feedback on a wide range of services
  • cherishes the challenge of using client feedbackpositive, negative, and neutralto build lasting relationships

Read on to learn more!

Your job responsibilities include:

Converting dissatisfaction into delight

  • Be well informed about our services and understand our quality promise in order to ensure that client feedback is addressed knowledgably, promptly, and precisely.
  • Handle unpleasant client situations in such a manner that we regain the customer's faith in our services. Communicate courteously, empathetically, and effectively.
  • Understand internal delivery processes across services and take the necessary steps to ensure that the complaining client's future assignments are delivered with the highest quality.
  • Spot trends in feedback and share them with the concerned teams/departments; generally be the voice of the customer within the company.
  • Improve internal systems and processes to ensure that customers who report their concerns face a satisfactory and hassle-free resolution process.

Developing client perspective in the organization and providing inputs for service development, process changes, and training

  • Study client feedback and provide inputs for enhancing current services, validating new concepts suggested by clients
  • Share insights on client behavior and preferences, as well as the industry and market, as obtained from client feedback

A successful applicant is someone who as:

  • Graduate degree in any discipline
  • Experience in handling difficult client situations/complaints/escalations, or HNI/key account management, or training of customer service professionals, in the service industry
  • Prior experience in writing, editing, or publishing set-ups would be an added advantage
  • Strong written communication skills
  • Very high levels of integrity and ownership
  • Ability to understand the client's perspective over a wide range of situations
  • Ability to communicate clearly and appropriately with various groups, internally and externally
  • Good time management/multitasking skills, capacity to work under pressure

Location: Andheri West, Mumbai

To apply, you can send in your CV to Siddhita Sankholkar at [Confidential Information] or speak to her on +9122 6714 8888.

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Cactus Communications Pvt. Ltd.
http://www.cactusglobal.com
Cactus Communications is a leading provider of scientific communication services to more than 60,000 clients across 116 countries. In line with its mission—to enable growth through effective communication—CACTUS offers specialist academic editing, medical communications, publication support, transcription, translation, and training services to individuals and corporations across sectors such as academia, publishing, and pharmaceuticals.

Combining the rich experience of a multi-national, multi-functional team; the peerless capabilities of over 1400 language and business professionals; and ingenious technological innovation, CACTUS helps researchers, journals, universities, and corporations achieve their publication goals. The CACTUS culture is an eclectic yet inclusive one, where people from different countries and professional backgrounds come together to form a global team that pursues excellence, prizes integrity, and works as a unified client-focused organization.

Offices
United States | Japan | Brazil | India | South Korea | Taiwan | China

Awards and Recognition

*2014: Ranked 1st in the Professional Services category and as India’s 10th best workplace overall in the Great Place to Work Institute survey (Ranked among top 20 from 2011- 2013)

*2010: Red Herring Global 100 Award, for innovation in business

*2008: Featured among the Top 15 Exciting Emerging Companies 2008, in a NASSCOM survey

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