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BCS Care EMEA Agent
WHAT YOU'LL DO
- Support customers by providing helpful information, answering questions, and responding to complaints.
- Knowledge of how to talk and communicate effectively.
- Think fast and understand situations and come up with the best possible solution.
- First point of contact for photographers, clients and customers majorly through Chats/Emails.
- Quick in responding to Live chats and Inbound Calls
- Work effectively with the team.
WHAT YOU'LL NEED
- 2 to 5 years of experience.
- Comfortable with rotational shifts if needed.
- Telephone ease
- Prior experience in Customer Service - Voice or Semi voice
- Fluent English and excellent communication
- Rigorous, hardworking, but fun
- Challenging & Goal oriented mindset
- Prior experience in customer relationships is a plus.
- Basic French language written and spoken language is a plus.
Company Overview
Bluesapling is a fast-growing technology and digital transformation company based in Bangalore serving businesses across the globe through its world-class enterprise solutions. We are looking for people who are passionate about understanding customer needs and helping them adopt the Software solution to their advantage and a willingness to work on brand building at a young company.
Qualifications
- At Least graduation, preferably in commerce from prominent institute
- 0-1 years of experience in customer support
Skills
- High level of empathy and aptitude to help and resolve problems for others.
- Learning ability to understand the software from the end user’s perspective.
- Oral and written communication skills to help and train clients on using the software. Good hold on English and Hindi is a must.
- Knowledge of Malayalam & Telugu regional language is a must.
- Other desirable skills:
- Preferably a female candidate
- Expressive and good communication skills
- Good listener and empathetic disposition
- Proactive in anticipating customer pain points and providing feedback to the product teams on feature usage and issues.
Roles & Responsibilities
Your objective will be to ensure that client is able to extract value of our solution to the fullest. You will be the first point of contact for the client and end users of the software. You will be responsible for successful transition of the customer to our solution, for client communication and coordinating with them for conducting feature demonstration and giving training sessions. You will be resolving client queries on a real-time basis. You will also report to Product team on any major issues that clients may be facing. Uphold established standards, processes and best practices in customer service. You are expected to continuously learn and build a knowledge base by reading books, understanding business, and empathizing with our customers.
The role requires you to:
- Answer client queries related to use of Superset software product, on email channel, and largely phone channel
- To understand queries, resolve them by providing ways to achieve use cases using Superset tool
- Ensure customer success by providing timely resolution
- Write documentation and FAQs
2. Should not see this as a temporary role/should be serious to work
They have partnered with major airlines and entertainment brands such as Disney Theatrical Group, Qantas, Iberia, Alaska, Malaysia Airlines, Vistara, IndiGo, Volaris, and others. Their platform offers innovative tools to drive revenue, operational efficiency, and digital shopping conversion.
Job Profile:
The Customer Success Manager will be a global evangelist for the platform and ensure all customers understand the value that the platform offers.
You will be the primary point of contact to ensure customers implement and derive maximum value from the platform.
Owning every aspect of the lifecycle of a customer ; working with them through implementation, launch, ongoing account support, and working with the Director of Customer Success to eventually grow the relationship.
Building strong relationships with our customers and influencing key decision-makers to adopt our best practices.
Understanding the specific goals of our individual customers, and how our platform can help them achieve those goals.
Collaborating with the engineering team to communicate the critical priorities of our customers, and to relay back appropriate timelines for completion.
Maintaining regular communications (usually weekly) with customers, providing them with success metrics, gathering feedback for product enhancements, and understanding any of their concerns.
Managing the majority of written and verbal communication with our customers, both when things are going well and when they aren't.
Performing detailed analysis to drive actionable insights for our customers.
Keeping track of potential risks with our individual customers, developing mitigation strategies, and taking ownership of the outcome.
Available to work at hours suitable to our customers in a broad range of time zones
Travel will be required. We estimate 1-2 weeks of international travel per month.
Requirements:
A demonstrated track record of success as a Customer Success Manager, ideally with an early-stage SaaS company working with a smaller group of clients and large deal sizes
Strong written and verbal skills, comfort navigating uncomfortable situations, exceptional "diplomacy" skills and emotional intelligence
An advanced level of Excel knowledge (experience in QuickSight, think-cell and SQL are a plus)
Familiarity with (or a strong interest in) the airline/travel / entertainment industries is desirable
English fluency, and fluency in Spanish and/or Portuguese not required but are a plus
Our client is a Community Commerce company that focuses on fashion and accessories. Their community network and technology is leading a rejig of Fashion retail and supply chain in India. Their network creates users as buyers and sellers at the same time, offering unbeatable prices on products and rewards for sharing deals across social media.
The founders are alumnus of prestigious tech and business institutes, with expertise and experience with ECommerce and distribution facilities. They have ensured quality and fashion with the factory price tag, that works best when shared rapidly with communities on social networking.
As a Jr.Customer Support Executive, you will be managing and building strong relationship with the customer.
- Maintaining a positive, empathetic and professional attitude toward customers at all times.
- Responding promptly to customer inquiries.
- Communicating with customers through various channels.
- Acknowledging and resolving customer complaints.
- Providing feedback on the efficiency of the customer service process.
- Ensuring customer satisfaction and provide professional customer support
- Follow up on order status with internal teams.
- Convert Cancelled and Pending orders by calling customers.
- Effectively speaks, writes and presents clearly with persuasion.
What you need to have:
- Preferably experienced in dealing with fashion products.
- Command over MS Excel
- Enthusiasm to work with a passionate team.
- At least 1 year of working experience
- Fluency in English, Hindi, Kannada. Tamil & Telugu (preferred)
- Good E-Mail writing skills (Must)
Experience: 0 to 2 years
Annual CTC: Rupees 2,50,000 to 3,00,000
1. To handle customers on their enquiries/complaints via multiple channels i.e. call/mail
2. To understand the product features for better problem solving
3. To keep records of customer interactions, transactions, comments, complaints
4. To coordinate with internal teams for solving any customer issues
5. To ensure customer satisfaction and provide empathetic experience to every user
6. To own every interaction with the customer and ensure every customer is a happy customer
Requirements-
1. Graduation is mandatory
2. 1+ years of experience in customer service function (e-com / hospitality industry preferred)
3. Excellent verbal and oral comms in English preferred
Desired Candidate Profile:
- The ideal candidate will have a strong mix of relationship management, strong analytical, business and technical skills.
- 6-10 years of overall delivery related (pre-sales, solutioning, delivery management or customer account management) experience preferably in the Cybersecurity/SaaS/hi-tech products.
- 2+ years experience in customer facing roles with customers in US/Europe/ME geographies.
- Ability to internalize the product offerings and can discuss solutions, benefits and trade-offs with the customers.
- Ability to build, maintain and leverage strong relationships with Business and Technology Decision Makers within each customer to influence solution adoption, create strong support for new opportunities and to secure their willingness to advocate on our products.
- Ability to multitask in a dynamic, fast paced environment
- Experienced at account management & growth through farming.
- Experienced at leading presentations and discussions with customer’s senior management teams
- Highly energetic, with a passion for helping customers achieve expected business outcomes
Qualifications:
- Bachelors degree from Top institutes. MBA preferred
- Excellent organization and project management capability
- Excellent communications skills, both in written and verbal communications, with the ability to deliver effective presentations, group facilitation and one-on-one consultation is a must
- Self started, self motivated, flexible and results driven
- Experience using CRM tools
Preferred knowledge/skills:
- Experience in Cybersecurity and understanding of network fundamentals. Good understanding of IT and Network Security fundamentals such as Firewalls, Proxies, and Web Security Gateways.
- Experience working/leading teams in customer success functions for SaaS products.
- Experience with Product Delivery Lifecycle
Company : BPO
Position: voice process
Location: Kalyan Nagar HRBR layout _ Bangalore
Hindi and English Mandtaory
Experience 6 months +
Freshers
Good at communication
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