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Counselor/CRM Associate is the Face of the Customer providing solutions and services

Zell Education , Delhi · · Full-time employment · Customer Support

  • Proactive source based tracking of leads (both online and offline), rigorous and timely follow-up with potential customers to ensure maximum walk-ins.
  • Scheduling appointments with prospective customers and undertaking necessary pre-appointment groundwork pertaining to the customer with regard to their specific profile, needs, concerns, constraints, etc.
  • Acquiring relevant product knowledge and communication acumen for effectively interacting with prospective customers (including but not limited to Competitive Advantage Indicators, USPs, Cost-Benefit Analysis, Placement Opportunities, etc.) and tactfully pitching relevant product offerings based on need gap assessment.
  • Exercising accurate judgement with regard to the conversion probability of prospects by deploying various filtration mechanisms and accordingly escalating filtered leads to the management for further negotiation and conversion.
  • Deploying robust methods to generate maximum possible leads through prospective customers, identifying opportunities for potential upselling to relevant customers (wherever applicable).
  • Assessing the impact (relative success/failure) of every source of lead generation at regular intervals and reporting the same to the management with detailed comparisons and recommendations.
  • Coordinating the customer referral program, reviewing impact of the same at frequent intervals and making necessary enhancements.
  • Streamlining customer database gathering mechanisms, ensuring accurate filtration and segmentation of consumer data for targeted promotional activities.
  • Building, implementing and monitoring proactive customer feedback and grievance resolution mechanisms, defining and executing a systematic communication framework with regard to the escalation and resolution of customer grievances resulting from the aforesaid practice.
  • Proactively tracking customer reviews and ratings (online), determining and executing a rapid response mechanism to any negative reviews, comments, etc.

Startup work culture... 

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