JOB DESCRIPTION / ROLES & RESPONSIBILITY
Job Title
Customer Experience Champion
Location
Chennai, Mumbai, New Delhi, Kolkata, Hyderabad, Bangalore
Salary
INR 4,00,000 – 5,00,000 per annum
Position Summary
As a Customer Experience Champion, you will work as part of SunEdison’s Customer Experience team. This role requires a results-focused individual who can liaise with our Customer Experience, Sales and Operations teams. Further, supporting the Sales teams, to deliver high-quality service to SunEdison’s clients. This position is created for calling active and budding clients to encourage understanding of our product. Addressing clients' uncertainties, grievances, and suggestions on time. Noting important details of each conversation. Must be comfortable in presenting products or services over the phone as well as dealing with doubts. If you have a passion for delivering measurable results and client success, we want to hear from you.
The Objectives of this role include
- Directly leads all aspects of a team of a max of 10 Individual Contributors including the sales team, operations team and customer experience specialists.
- Partner closely with Sales and Operations Team in their respective region
- Ensure timely submission and follow-up on all call information submitted across businesses
- Arrange Client meetings with the Sales Team
- The goal is to help the company grow by bringing in customers and developing business
- Correspondence to clients like clarifications, queries, and other details about our business
- Convincing customers to close the lead and grow the business
- Follow up with the client, may include site visit as well
- Relationship management
- Drive to engage clients on new products and features
- Understanding customer journey thoroughly
- Coordinating customer requests with internal stakeholders (ops team, survey team)
- Coordinating customer’s requests with external stakeholders (Distribution Companies, etc)
Position Responsibility
- Contact potential or existing customers to inform them about a product or service using scripts
- Answer questions about products or the company and ask questions to understand customer requirements to close sales
- Handle grievances to preserve the company’s reputation
- Go the “extra mile” to meet sales quota and facilitate future sales
- Keep records of calls and sales and note useful information
- Directly communicating between the Client and SunEdison’s team and performance management
- Manage and coordinate inter-team-members relationships
- Team level Key Performance Indicators
- Bridge the gap between client, sales team and operations team for Solar Panels
- Noting down customer requests exhaustively
- Ultimate focus on delighting the customer
- Pulling in the relevant subject matter expert in their conversation with the customer as and when required.
- Ensuring all teams deliver to customers in their respective TAT
Position Experience
- Minimum 1-3 years of relevant experience, preferably worked in a BPO Industry, Energy Sector, B2C relationship management, customer service (servicing internal or external customers), consumer-facing sales organization handling inbound & outbound calls, CRM systems.
Position Academic Qualification
- Graduation in any discipline.
Desired Technical Skills
- MS Excel tools and Basic CRM Tools
Desired Soft Skills
- Should have attention to detail
- Communication Skills (Verbal and Written)
- Interpersonal Skills
- Analytical & Problem-Solving Skills
Language Proficiency
- English- Must Have
- Hindi/Bengali/Telugu/Assamese/Gujarati/Kannada/Marathi – Good to have
Subodh Popalwar
Software Engineer, Memorres
About SunEdison Infrastructure
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What You’ll Be Doing:
- Subject Matter Expert on implementing APEX code and workflow code end-to-end in Salesforce, identifying dependencies in support of delivery, release, and change management.
- Expert in Salesforce data structures, object structures and partners of extending these things to provide highly customised data storage.
- Partner with all cross-functional teams to determine Salesforce CRM needs.
- Develop customised solutions within the Salesforce platform, including design, implementation, quality control, end-to-end testing plans in multiple environments (dev/test/stage/prod), troubleshooting and bug fixing.
- Own stability of the applications to Engineering standards including, incident management, monitoring, alerting and incident resolution for all aspects of the application.
- Create timelines, set expectations with RevOps and other cross-functional stakeholders.
- Collaborate with Engineering to ensure changes to event implementations and integrations are gracefully handled in the application.
- Maintain the security and data integrity of the application software.
- Research, Diagnose, and Monitor performance bottlenecks.
- Write documentation and provide technical training for cross-functional teams.
- Enjoy working with remote teams and people that have strong opinions
- Excellent verbal and written communication skills
- Excellent leadership and collaboration skills and the ability to lead large projects autonomously.
- Exhibits a high level of initiative and integrity and is empathetic to the needs of individuals across the organisation
- Enjoy working with a diverse group of people who have strong opinions.
- Comfortable not knowing answers, but resourceful and able to resolve issues.
- Strong problem solving and critical thinking skills.
- Strong project management, presentation and public speaking skills.
- Self-starter who’s comfortable with ambiguity, asking questions, and adept at shifting priorities
- Strong customer service skills with proven service mentality
- Strong in documenting business processes and communicating system requirements
Desired Traits, Qualifications, Education and Experience Equivalency
- Be able to make decisions, meet targets and work under pressure.
- Ability to set up, facilitate, and lead service and process improvement sessions with a range of business stakeholders.
- Ability to present to groups of mixed technical understanding.
- Adept at creating visuals to tell a story.
- Ability to build strong trust based relationships.
- Adept at shifting priorities while maintaining a high degree of organisation and control.
- Ability to manage multiple tasks and projects simultaneously.
- Ability to recommend actionable insights from projects and lead projects autonomously.
- Ability to travel to remote sites. (less than 25%).
- Demonstrated ability to work with geographically dispersed teams.
- Ability to learn and understand new ways of doing things.
- Ability to drive standards and best practices for a team or organisation.
- Ability to exercise good judgment within broadly defined practices and policies.
- Ability to lead a team towards high quality decisions when they have differing perspectives and ideas.
- Ability to provide business context for engineers as well as highlight technical challenges for non-engineers.
- Excellent decision-making skills and the ability to work in a collaborative environment, a team player.
Traits of a successful partnership:
- You have a passionate commitment to people and deep empathy for how supporting individuals leads to a stronger company culture.
- You’re Collaborative – It is expected that you will partner with various departments to ensure organisational needs are met and to develop strategic programs.
- You will serve as an Advocate – In the role, you will solicit and listen to concerns, and take an active role in resolving problems.
Preferred Experience/ Minimum Qualifications
- Graduate in Computer Science or a related field, or Professional Qualification/Salesforce Certification
- 4+ years of Salesforce developer experience
- 4 years experience in application development and/or software engineering.
- 2 years of proven continuous improvement analytical experience from a similar role, including project management and business analysis with an excellent understanding of continuous improvement concepts.
- Advanced knowledge of Salesforce CRM platform
- Proficiency with Salesforce Lightning Design System and Salesforce development lifecycle
- Demonstrated proficiency in SQL, Apex, LWC, Java and VisualForce
- Experience with Salesforce Sales, Service and Marketing clouds
- Experience developing customer-facing interfaces, including reports and dashboards, in Salesforce or other systems.
- Strong systems knowledge with the ability to effectively utilise DevOps tools such as Metadata API, GIT, Visual Studio Code, Jenkins, Jira, Confluence, etc.
- Strong understanding of Product development lifecycles.
- Experience with leading and coordinating cross-functional initiatives, conducting interviews and performing analyses to create business cases for projects.
- Experience performing live training sessions for internal and external stakeholders during system and process implementation.
- Must have strong communication skills and possess the ability to interact effectively with co-workers.
- Must have strong leadership skills.
- Additional Salesforce Certifications e.g. Certified Salesforce Administrator, Certified Salesforce Platform App Builder, Platform Developer II, JavaScript Developer I are highly desirable.
- Salesforce DevOps experience is highly desirable.
- Salesforce Developer Certifications will be given preference.
http://www.fictiv.com/" target="_blank">About Fictiv
Our Digital Manufacturing Ecosystem is transforming how the next rockets, self-driving cars, and life-saving robots are designed, developed and delivered to customers around the world.
This transformation is made possible through our technology-backed platform, our global network of manufacturing partners, and our people with deep expertise in hardware and software development.
We’re actively seeking potential teammates who can bring diverse perspectives and experience to our culture and company. We believe inclusion is the best way to create a strong, empathetic team. Our belief is that the best team is born from an environment that emphasizes respect, honesty, collaboration, and growth.
We encourage applications from members of underrepresented groups, including but not limited to women, members of the LGBTQ community, people of color, people with disabilities, and veterans.
Apply for this Job
What’s in it for you?
Opportunity To Unlock Your Creativity
Think of all the times you were held back from trying new ideas because you were boxed in by bureaucratic legacy processes or old school tactics. Having a growth mindset is deeply ingrained into our company culture since day 1 so Fictiv is an environment where you have the creative liberty and support of the team to try big bold ideas to achieve our sales and customer goals.
Opportunity To Grow Your Career
There are plenty of sales jobs out there. The question is whether any of them will help you grow in your career? Will you be challenged by teammates to achieve your potential? Or are they roles that will ask you to do more of what you've already mastered. At Fictiv, you'll be surrounded by supportive teammates who will push you to be your best through their curiosity and passion.
Impact in this Role
The Business Applications team performs a critical function for Fictiv by managing software that is part of the framework used to conduct day-to-day business. This team writes code to provide customised application configuration and data structures, customise workflows, implement monitoring and alerting, secure and control access, and integrate business software with Fictiv platform. Functional areas supported include: Operations, Finance, Sales, Marketing, Engineering, Product, Architecture, and Customer Support. The Business Applications team partners closely with cross functional stakeholders to ensure that business systems software is properly secured and has managed change control to meet each of their needs.
This team sets the stage for ensuring Fictiv's business is delivering on KPIs and goals. This team provides inputs for Fictiv’s strategic decision making.
The Business Applications team implements business software across Fictiv’s departments.
As the Sr. Salesforce Analyst (Sr. Salesforce Application Developer, Specialist) you will partner with the RevOps team, to focus on changes and improvements to Salesforce functionality in support of business needs. You will work with the RevOps core team supporting Salesforce Sales and must be a strategic partner in determining best practices and efficiency gains as it relates to process improvements.
You will work with the Lead Salesforce Analyst to design and implement solutions that meet the technical requirements and business requires outlined by RevOps. You will also analyse project objectives, create customer workflows, and troubleshoot errors. This role requires extensive experience working with Salesforce CRM platforms, application development skills, and the ability to solve complex software problems.
You will be responsible for understanding requirements, defining design, working with other cross-functional teams to create implementation plans, and providing thought leadership for all solutions to meet and exceed RevOps expectations. You will write APEX code and any supporting code required to implement solutions. You will own the stability, security, data accuracy, uptime and issue resolution in Salesforce. You will provide testing plans, unit testing and documentation for all solutions and develop strong cross-functional relations with Product, Engineering and Infrastructure. You will be accountable for following all Fictiv’s Engineering guidelines.
Job Description :
• The Primary Task Of A BPO Executive Is To Handle Calls From Customers Or Clients And Provide Them With A Solution To Their Queries • She Must Show The Willingness To Learn New Things Every Time And Then • Giving A Resolution To The Customers Or Clients Should Be The Whole And Sole Responsibility.
Note : Night Shift
Time : 6:30PM - 4:30AM
Fluent english is must
• This position is responsible for developing, coordinating, and maintaining top-notch customer service tactics, customer relations and communication strategies through superior service. It will also play a key role in maintaining the required level of service and customer satisfaction and proactively identifying future improvement opportunities.
• Interact with clients and build relationships with them while ensuring their needs are being met.
• Strong client-facing and communication skills.
• A Customer Service Manager role primarily involves communicating with customers either via phone, email or face-to-face in relation to a product or service
• A Customer Service Manager job description will describe the representative as acting on behalf of the company, so it is paramount that they know and understand the company values and always act in a professional manner, using language that aligns with that of the company
• Managing a large number of incoming calls and emails.
• A thorough knowledge of the product or service the company they work for is offering
• Liaising with internal stakeholders and follow up with external customers.
Technical Support Representative (Internet Connectivity)
Under general supervision, in a 24/7 inbound call center environment, Technical Support Representatives will provide technical and network problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, assisting with navigating around application menus and troubleshooting. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. Representatives will perform related work as required.
Duties and Tasks/Essential Functions:
- Deliver service and support to end-users using and operating automated call distribution phone software.
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
- Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
- Working knowledge of networking, DSL, VDSL, VOIP, Cable internet, Router, switch, Sip configuration;
- Diagnose and resolve technical hardware and software issues involving internet connectivity, IPTV, VOIP, basic trouble shooting and more;
- Need to know only basic trouble shooting of Domestic routers, Mac ID and windows.
- Knowledge about DNS, Basic network trouble shooting
- Research required information using available resources;
- Follow standard processes and procedures;
- Offer alternative solutions where appropriate with the objective of retaining customers
- Organize ideas and communicate oral messages appropriate to listeners and situations;
- Follow up and make scheduled call backs to customers where necessary;
- Stay current with system information, changes and updates.
Senior Technical Support Representative (Internet Connectivity)
For Level 1.2 Technicians:
- Diploma or Bachelor Degree, and Major is related to Computer science or Networking.
- Understanding the DSL Technology and familiar with Modem/Router connections.
- Ability to read/speak/write English fluent and no accent issue for communication.
- Ability to communicate clearly and professionally, both verbally and in writing.
- Ability to use the basic DOS Command for network trouble shooting.
- Ability to empathize and professionally troubleshoot and resolve customer’s issues.
- Fast learner and always willing to follow up the request from Management.
- Backgrounds of networking trouble shoot.
- Working experience of Networking/VOIP service/IPTV.
- Ability to troubleshoot with DSL Modem/ Dual Band wifi Router Setup and configuration.
Optional:
- Technical Engineer/Senior Level Technician of Network system/popular VOIP System Such as: Avaya Phone System or Jadoo TV System support.
- Certificate of: CCNA or CCNP.
Skill and Knowledge Qualifications:
- Proper phone etiquette;
- Ability to speak and write clearly and accurately;
- Demonstrated proficiency in typing and grammar;
- Knowledge of customer service principles and practices;
- Effective listening skills and Multi-tasking capabilities;
- Willingness to co-operate with others and work to the greater good;
- Good communication skills in English
Conditions:
- Position requires use of headset and the candidate’s needs to be open for voice process
- Should be flexible for rotational night shifts
- Working Days – 5
- Both Ways Cab Facility
- Need to be from the respective hiring zones to avail cab facility
- Internet: Minimum 50 mbps with feasibility of Ethernet Cable.
- System configuration: Minimum 4 GB RAM with intel core processor.
- Head Phone: USB head phone with MIC Power back up / inverter.
free Pick up and drop facility from the respective hiring zones
Should be flexible for rotational night shifts
Working Days- 5 days
Shift Timings: 5:30pm to 2:30am, 10:30pm to 7:30am & 2:30am to 11:30am.
- Properly escalate unresolved issues to appropriate internal teams
- Good understanding of computer systems, mobile devices and other tech products
- Ability to provide step-by-step technical help, both written and verbal
-Learning things.
About Hop:
We are a London, UK based FinTech startup with a subsidiary in India. Hop is working towards building the next generation digital banking platform for seamless and economical currency exchange, with technology at the crux of it. In a technology driven era, many financial services platforms still lack the customer experience and are cumbersome to use. Hop aims at building a ‘state of the art’ tech-centric, customer focused solution.
moneyHOP is India’s first cross-border neo-bank providing millennials the ability to ‘Send’ & ‘Spend’ conveniently and economically across the globe using HOPRemit (An online remittance portal) and HOP app + Card (A multi-currency bank account).
This position is a crucially important position in the firm and the person hired will have the liberty to drive the product and provide direction in line with business needs.
Website: https://moneyhop.co/">https://moneyhop.co/
About Individual
The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.
Requires a high school diploma or equivalent and 0-3 years of experience in the field or in a related area. Has knowledge of commonly-used concepts, practices and procedures within a particular field. Rely on instructions and pre-established guidelines to perform the functions of the job. The target is to ensure excellent service standards and maintain high customer satisfaction.
General Skills
- Proven customer support experience
- Track record of over-achieving quota
- Strong phone contact handling skills and active listening
- Familiar with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multi-task, prioritize and manage time effectively
- High school diploma or equivalent; college degree preferred
Day-to-Day requirements
- Open and maintain customer accounts by recording account information
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Maintain financial accounts by processing customer adjustments
- Recommend potential products or services to management by collecting customer information and analyzing customer needs
- Prepare product or service reports by collecting and analyzing customer information
- Contribute to team effort by accomplishing related results as needed
- Manage large amounts of incoming calls
- Generate sales leads
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships of trust through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/team sales targets and call handling quotas
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Resolve customer complaints via phone, email, mail or social media
- Use telephones to reach out to customers and verify account information
- Greet customers warmly and ascertain problem or reason for calling
- Assist with placement of orders, refunds, or exchanges
- Advise on company information
- Take payment information and other pertinent information such as addresses and phone numbers
- Place or cancel orders
- Suggest solutions when a product malfunctions
- Attempt to persuade customer to reconsider cancellation
- Inform customer of deals and promotions
- Sell products and services
- Utilize computer technology to handle high call volumes
- Work with customer service manager to ensure proper customer service is being delivered
- Close out or open call records
- Compile reports on overall customer satisfaction
- Handle changes in policies or renewals
We at Zoop.one are looking for a technically savvy Customer Success executive who possesses a strong drive for results.
Duties for the Customer Success Executive will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and minimizing churn. You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests. You should be able to contribute to creating and maintaining good customer relationships and ensuring smooth onboarding.
Job Role:
Develop and manage client portfolios.
Sustain business growth and profitability by maximizing value.
Analyse customer data to improve customer experience.
Hold product demonstrations for customers.
Improve onboarding processes.
Mediate between clients and the organization.
Handle and resolve customer requests and complaints.
Minimize customer churn.
Aid in product design and product development.
Operate as the lead point of contact for all matters specific to our customers
Support and coordinate with the tech team to ensure seamless delivery to clients
What you’ll do:
Own the product knowledge base
Map customer journey and identify improvements at every stage
Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success
Develop a trusted advisor relationship with key customer stakeholders
Be the product champion, interpret customer insights to drive change in product and act as a voice of the customer to the Product team
Manage the Customer Success strategy for tracking and reporting on client health and reducing Customer Churn
Create and perform Monthly/Quarterly Business Reviews for ensuring customer retention and expansion - effectively delivering results to key stakeholders
Raise open issues with cross-functional teams and take ownership of resolving the issues in a timely manner
Constantly work towards providing innovative strategies for delivering customer delight
Engage with clients to understand the nuances of their work processes and the resulting needs and pain points.
Tools and Skills Required
Must Have:
Highly organized and able to multi-task.
Communication skills
Self-driven and proactive nature.
Excellent communication and interpersonal skills.
Experience in SAAS based product, CRM or ERP.
Knowledge of customer success processes.
Experience in document creation.
Patient and active listener.
Passion for service.
Have high proficiency in Microsoft Office (Excel, Word, PowerPoint)
Good to Have:
You should be passionate about engaging customers and expanding their use cases through our product
You have strong problem-solving skills and are great at finding creative solutions and workarounds when needed
You have good data analysis and data-driven decision-making skills
Strong project management skills
Experience:
3+ years proven track record in an enterprise account management role (Customer Success, Relationship Manager, etc.)
Strong Technical Background.
What’s attractive about us?
We offer a suite of memberships and subscriptions to spice up your lifestyle. We believe in practicing an ultimate work life balance and satisfaction. Working hard doesn’t mean clocking in extra hours, it means having a zeal to contribute the best of your talents. Our people culture helps us inculcate measures and benefits which help you feel confident and happy each day. Whether you’d like to skill up, go off the grid, attend your favourite events or be an epitome of fitness. We have you covered round and about.
- Health Memberships
- Sports Subscriptions
- Entertainment Subscriptions
- Key Conferences and Event Passes
- Learning Stipend
- Team Lunches and Parties
- Travel Reimbursements
- ESOPs
That’s what we think would bloom up your personal life, as a gesture for helping us with your talents.
Join us to be a part of our Exciting journey to Build one Digital Identity Platform!!!
ABOUT COMPANY
StyleCracker is India’s largest personal styling platform. By seamlessly combining data science with human expertise, the Company has reinvented the way Indian’s consume fashion and has democratized personal styling at incredible scale.
Our Core Value Proposition
- Convenient - the boxes are delivered to your doorstep, saving you time and effort.
- Personalised- your box is curated by your own personal stylist based on your preferences.
- Value For Money- we are able to offer our customers considerable value, well over the amount they pay for the box.
Responsibilities and Duties
- Outgoing sales calls (not cold calls) to customers and assisting them with their purchase process and guiding them about how StyleCracker works with our various offerings.
- Tracking daily and monthly reports of the calls and conversions made.
- Training new joinees with pitching and other guidance.
- Visiting StyleCracker events and do on ground sales.
Key Skills
Communications, Telecommunication, Inside Sales
Required Experience and Qualifications
- Excellent communication skills. Proficient in English
- Good Convincing Power
- Event Handling.
- Target Oriented
- Budget: 20 ,000 - 25,000 + incentives
- Job Type: Full-time
Location:
Mumbai, Dadar
- Good Communication and interpersonal skills
- Proficient in MS Office
- Well versed with written and spoken english
- Self motivated and hard working
- Salary no bar for deserving candidates
Follow CutshortSubodh Popalwar
Software Engineer, Memorres