Account Manager

Fynd is looking for an experienced professional to lead the customer support function. The selected candidate will be leading a team of customer support executives and will be responsible for the overall Customer Satisfaction of our marketplaces business.

Roles & Responsibilities

• Create, implement and maintain customer support processes
• Work with multiple teams like growth, operations, and engineering to solve customer complaints
• Evaluate team performance and coach the team
• Ensure targets set for Customer Satisfaction scores are achieved across channels
• Ensure the customer support tool stack is always updated
• Attend customer support escalations personally
• Create and share custom reports pertaining to customer support

• Minimum 10 years of experience with at least 2 years leading a customer support team
• Excellent written and spoken communication skills
• Proficiency in English and Hindi is a must
• Previous experience working in chats, calls, and emails process
• Working knowledge of customer support software. Knowledge of Freshworks suite is an advantage
• Excellent data analysis skills with mastery of MS Excel. Knowledge of SQL is a plus
• Ability to work under pressure, especially during sale days
• Bachelors degree or higher from a reputed institute. B.Tech will be an advantage

What you need to have:

Requirement 
Graduation is a must
Candidate should be fluent in speaking English and Hindi 
Good communication skills 
male or female candidates can apply 
immediate joiners only

Job Description 

• Managing a team of representatives offering customer support.
• Overseeing the customer service process.
• Resolving customer complaints brought to your attention.
• Creating policies and procedures.
• Planning the training and standardization of service delivery.

What you’ll do

Roles and Responsibilities

 

• Manage large amounts of incoming phone calls, Identify and assess customers needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods.
• Meet customer service team call handling quotas.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Follow communication procedures, guidelines and policies.

 

 

Qualifying Criteria

 

• 6 Months to 1 Year of Past experience in customer success roles in international BPOs.
• Fluent in English.
• Strong phone handling skills.
• Ability to multitask.
• Prioritise and Manage time effectively.
• Academics - Minimum Graduate
• Age - 20 to 25 years 

 

 

About UniAcco

 

UniAcco is an initiative by Adventum Offshore. UniAcco is a global student accommodation platform for students actively looking to study and stay in the UK.  We are a cross-border platform and one-stop solution where students can compare, consult, and choose their accommodation from several verified properties, simply and securely. By providing concierge services to premium customers to ensure them the best hassle-free experience abroad.

Customer Support Role - Bangalore (India timings: 7-8 AM to 5 PM)


We're looking for a Customer support engineer to support our customers during India hours (India timings: 7-8 AM to 5 PM) with an experience of 1+ years.


We're seeking a passionate and highly driven professional with prior experience of working in a software company - Prepefrable B2B.


This role is ideal for someone who is consultative by nature and passionate about customer happiness.


Responsibilities


1) Provide high-quality technical support over email and chat primarily to our customers across the Globe

2) Help our customers in all stages of usage of our product - during the trial, setup/configuration, and after-sales support

3) Making sure all customer issues that need resolution by the engineering team are followed through and resolved in a timely manner.

4) Keeping our Help/FAQ sections up to date.

5) Work with our engineering team to help them understand customer problems, reproduce them and fix them.

6) Work with our product team and contribute towards driving our product roadmap with real-world customer requirements


Requirements

1) Very Strong written and verbal presentation/communication skills (MOST ESSENTIAL)

2) You must be great at understanding and be analyzing problems

3) You must have at least 1-year experience with customer support for a business/enterprise tool

4) You must be willing to work in the provided timings IST 7-8 AM - 5 AM)

5) You should have excellent spoken and written English communication skills

6) You should be a good writer, with the ability to help non-technical people understand technical aspects of our product. You should also be able to maintain our Help/FAQ.

7) An engineering/technical degree would be considered a strong advantage


Apply with


Your resume

Your current CTC and expected CTC.

Job description:
1.The nature of the job is explaining the customer about the product.
2. If you found customer intrested on product you have to transfer the call to t he seniors.
3. Outbound Calling for data collection.
4.Who are interested in Voice Process are preferable .Salary is negotiable for excellent
candidates.
5. Only Night shifts.

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