Client Servicing Associate - Email / Chat Process (Int'l E-Commerce)
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What Youll Do:
- Take ownership of customer issues reported and see problems through to resolution
- Provide configurations, troubleshooting and best practices to customers
- Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
- Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
- Prepare accurate and timely reports
- Follow the SLA for issues with respect to their severity.
What You ll Need:
- Bachelor s or higher degree in computer science, engineering, or related technical field
- Willing to work flexible and varying shift times including weekends and evenings
- 2 years of software development experience with java, javascript, python, or another scripting/programming languages
- Previous experience in a Technical Support environment is required
- Excellent written and verbal communication skills
- A passion for customers and problem-solving, desire to go deep and become familiar with the customer s technical and business environment
- Comfortable in a startup environment, we move quickly and wear many hats in a dynamic environment
- Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
- Familiarity with Zendesk, Jira, and Confluence is advantageous.
Are you looking to take the next step in your career? Be part of a promising fashion tech start-up and convert your creative vision to reality.
- Liaising with other department heads to ensure all other teams contribute equally to providing customers a seamless experience across touchpoints.
- Ensuring that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey
- Collecting feedback from customer facing teams to derive meaningful insights for improvements and guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers
- Guiding the marketing and branding teams to align with the larger customer experience strategy
- Building and managing a team of customer experience specialists with expertise in customer delight
- Encouraging problem-solving, strategic thinking and customer-orientation amongst the team
- Leveraging existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions/ channels
- Improving NPS and Brand Loyalty of customers by conducting regular audits
- Helping in transforming the operations/ process for better customer satisfaction experience
What you need to have:
- Exposure to and Experience of working with CRM tools is a must
- Very good communication skills
- Good experience in customer support
- Experience on call and Email support is required but not mandatory
1. Should have understanding of Information Technology.
2. Should have good English Communication Skills
3. Engineeing or IT Education.
4. 0 to 12 months of Experience.
5. Should be confortable to work from Home ( anywhere in India )
6. Should have fast Internet connection and own PC / Laptop
Roles & Responsibilities
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Be part of the customer success team and own a process in user onboarding journey
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Own the Revenue Operations end-to-end for our Customers; helping out Customers from post-sales to program onboarding.
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Ensure good customer experience and execute a feedback loop to improve the related processes
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Understand Crio’s product offerings and customer acquisition process
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Organize and manage work and report progress with CRM/Spreadsheets
Skills/Expectations
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Good communication skills in English and Hindi (optional)
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1+ years exp of customer handling roles preferred
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Motivation and drive to learn and grow in career
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Problem solving skills to handle work scenarios, take decisions and manage the work in a time effective manner
Are you looking for a long-term and full-time remote role where you can work with US-based companies? Read on!
What is Wishup?
Wishup is India's leading remote employee platform helping US-based businesses in building highly efficient remote teams. Wishup was founded in 2015 by IITM & IIMA alumni and is backed by marquee investors like Orios Venture Partners, Inflection Point Ventures, Tracxn capital, and Mato Peric.
We are witnessing phenomenal month-on-month growth and stand at a cusp of a revolution in the remote workforce industry. This is your chance to be a part of the revolution - we are inviting applications for our most in-demand position of Online Business Manager.
Job Profile:
- An Online Business Manager at Wishup is a remote full-time employee that works for and
is trained by Wishup, and is deployed to engage with one or more US-based clients.
- The role is remote and full-time (not a freelancing assignment)
- The role would require working in the US time zone
What's in it for you?
- International exposure: You’ll get to interact and build relationships with the smartest global founders and CXOs working on cutting-edge ideas
- No hassle of US visa application; since it’s remote working
- Constant upskilling to maintain market relevance: We provide up to 4 weeks of training
during onboarding in all the latest industry tools and practices
- Stable full-time remote job in a company that has been fully remote for over 5 years: work
from home (or anywhere), forever!
- Scope of rapid growth based on bi-annual appraisals
- A healthy work-life balance
Roles & Responsibilities:
As an Online Business Manager, you will work closely with one or more clients on either one or all of the following tasks:
- Ecommerce Assistance (Amazon Seller/Shopify)
- Project Management
- Advanced Excel and MIS Reporting
- CRM and Lead Management
- Online Research
- Lead Generation
- Executive Assistance (Itinerary Planning, Calendar Management, Inbox Management, etc.)
You're a great fit if you have:
- At least 2 years of full-time employment experience
- A stable career employment track record
- Impeccable written and spoken English
- An aptitude for mathematics and logic
- A solid experience in resolving work-conflict situations
- High-speed internet connection
- Laptop with an integrated camera and a pair of headphones
- Distraction-free workspace with zero external interference
- Ability to work with US time zones
- Mon-Fri, 6:30 p.m. - 3:30 a.m. IST
- Mon-Fri, 9:30 p.m. - 6:30 a.m. IST
https://www.glassdoor.co.in/Reviews/Wishup-Reviews-E1511572.htm?filter.iso3Language=eNg" target="_blank">https://www.glassdoor.co.in/
Social Media Links:
LinkedIn - https://www.linkedin.com/company/wishup-services/" target="_blank">https://www.linkedin.com/
Facebook - https://www.facebook.com/wishupnow/" target="_blank">https://www.facebook.com/
Twitter - https://twitter.com/wishupnow" target="_blank">https://twitter.com/wishupnow
Instagram - https://www.instagram.com/wishupnow/" target="_blank">https://www.instagram.com/
https://www.youtube.com/watch?v=6Uolgas0Uj4" target="_blank">https://www.youtube.com/watch?
https://www.youtube.com/watch?v=qHPMod_jzmA" target="_blank">https://www.youtube.com/watch?
Almost a decade old, it is a venture committed to bring together a varied range of traditional crafts and techniques of dyeing, weaving, printing and hand embroidery. The founders have dedicated their life to promote Indian Block Prints and provide employment and Hand-Embroidery training to women so that numerous underprivileged women can be empowered.
- Creating, maintaining reports and presenting it to stakeholders.
- Managing large amounts of calls and emails, and social media, if required.
- Identifying and assessing customer’s needs to achieve satisfaction.
- Handling customer complaints, providing appropriate solutions and alternatives within the time limits; following up to ensure resolution
- Providing accurate, valid and complete information by using the right methods/ tools
- Following communication procedures, guidelines and policies
- Taking the extra mile to engage customers
- Strong customer handling skills on phone and email.
- Familiar with CRM systems and practices.
- Prior experience with Freshdesk and Magento would be a plus.
- Customer orientation and ability to adapt/ respond to different types of people.
- Excellent communication skills ( both written and verbal ).
- Ability to multitask, prioritize and manage time effectively.
- Empathy and Compassion.
- Punctuality.
- Ability to stretch long hours and work for the bigger vision of the company.
- Experience with microsoft office and G-suite (google). Basics of microsoft excel for reporting purposes is a MUST.
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