Vayana
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Requirements:
- Educational Qualification: BCS, MCS, BCA, MCA or equivalent degree in trade/commerce stream with domain knowledge in indirect taxation.
- Prior work experience in tax software solution or tax advisory companies preferred.
- Ability to effectively service large portfolio of customers
- Excellence in Interpersonal Skills with strong command on spoken and written communication skills
- Ability to thrive in a multi-tasking environment
Roles and Responsibilities:
- Guide a team of customer support associates on customer issue investigation and resolution by applying understanding of GST compliance requirements, GSTN APIs, Eway Bill APIs and E-Invoicing APIs etc.
- Logging and keeping records of customer/employee queries
- Analysing call logs so you can spot common trends and underlying problems, to guide support team
- Updating self-help documents or preparing FAQ’s, to build knowledge base of support team on issues raised by ASP Partners and Corporates.
- Ensure timely response to customers with accurate guidance for issue resolution, by measuring the performance of support team on response SLA and quality of response.
- Manage ongoing interaction with key client relationships to build the relationship to level of being the preferred and only service provider for GST compliance requirements.
- Manage monthly billing operations across customer portfolio – including a good control on receivable ageing and reporting to management on realization delays which require management intervention.
- Manage regular interaction with GST Network for customer issues. Build a strong relationship with GST Network to achieve quicker turnaround from GSTN on deliverables.
- Keep a close watch on any updates from GSTN and/or the ASP-GSP ecosystem, to convey relevant updates to our customer portfolio.
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Social Media Tracking: We have also built an very progressive social media tracking system that helps organisation elicit cooperation from there internal team/employees to increase engagement of their Employees on the official social media posts Facebook, Twitter, Instagram and Linked in.
Feedback Management:
- A comprehensive feedback system with a world-class app for capturing & processing all types of service feedback
- Design & Customize questionnaires anytime effortlessly
- Engage patrons, connect on social media
- Marketing Promotions: Leveraging transactions history for revenue yielding promos
- Reduce silent customer churn
- Payment options on Table (NFC & OCR)
- Service support, Incisive insights & Analytics to detect & address RCA.
- Reach out unhappy customers rating services as low due to poor experience.
Lead Management:
- Digital Marketing combined with lead management in a multiple counsellor environment.
- Verified leads through OTP Combines the power instant online tests
- Real-time lead transmission to counsellors on SMS & email to reduce TAT & get higher conversions.
- Auto lead allocation based on counsellor performance
- Campaign Performance analysis to evaluate channel effectiveness
Visitor Management:
- A complete visitor management solution, features with:
- Capture & verify incoming visitor photograph
- OTP based authentication
- Building & Syncing the accurate database of visitors
- Optional Approval from the visited person
- Pre-appointment exemption
- Storage & Retrieval of Records
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