Customer Experience Executive

• Coordinate for the task management between pet parents with a Vet/ Trainers
• Maintain relationships with identified customers
• Revenue enablement by upsell, cross-sell, etc
• Be the company’s face for the customer
• Solve for pet’s needs

What we offer:
• Learning & Development: Work with veterinarians in a start-up environment with a steep learning curve
• Ownership: Individually lead important charters with high impact potential
• Employee first culture: Putting employees above everything else. Be surrounded by positivity and furry friends
• Perks & benefits: Salary matching market compensation

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

• Excellent verbal & written communication skills
• Manage Voice/Non voice Process- Payment, Refunds etc.
• Ensures metrics, monitor process, provide regular coaching & mentoring to team
• Knowledge of payments and fintech
• Respond to requests through emails or chats for information in a timely, professional and positive manner to develop strong customer relations.
• Suggest ways to improve the process based on continued interactions with customers.
• Providing information about a product or service.
• Update our internal databases with information about technical issues and useful discussions with customers.
• Monitor customer complaints on social media and reach out to provide assistance.
• Inform customers about new features and functionalities.
• Follow up with customers to ensure their technical issues are resolved.
• Manage and take ownership of the resolution process for all customer related issues.

** The job opening is for the role of Online Business Manager/Virtual Assistant which is a 100% remote role (all-time WFH). 

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

Responsibilities:

• Respond to customer queries and customers concern
• Provide support for data collection to enable Recovery of the account for end user.
• Maintain a deep understanding of client process and policies
• Reproduce customer issues and escalate product bugs
• Provide excellent customer service to our customers
• You should be responsible to exhibit capacity for critical thinking and analysis.
• Responsible to showcase proven work ethic, with the ability to work well both independently and within the context of a larger collaborative environment

 

Requirements:

• Graduate (Any Discipline)
• Previous experience in a customer service role chat/email/voice
• Effective probing skills and analyzing / understanding skills
• Analytical skills with customer centric approach
• Excellent proficiency with written English and with neutral English accent
• Excellent English - Verbal & Written (Highly Professional English)
• Excellent Excel Capabilities as we need to submit monthly SLA reports to clients. (Should be an expert)

Responsible for planning, implementing and directing the sales activities of the company in a designated area to achieve sales objectives.

Duties and Responsibilities

• develop a sales strategy to achieve organizational sales goals and revenues
• set individual sales targets with the sales team
• delegate responsibility for customer accounts to sales personnel
• co-ordinate sales action plans for individual salespeople
• oversee the activities and performance of the sales team
• ensure sales team have the necessary resources to perform properly
• monitor the achievement of sales objectives by the sales team
• liaise with other company functions to ensure achievement of sales objectives
• evaluate the performance of sales staff
• provide feedback, support, and coaching to the sales team
• plan and direct sales team training
• assist with the development of sales presentations and proposals
• develop online sales platforms
• co-ordinate and monitor online sales activity
• investigate lost sales and customer accounts
• track, collate and interpret sales figures
• forecast annual, quarterly and monthly sales revenue
• generate timely sales reports
• develop pricing schedules and rates
• formulate sales policies and procedures
• help prepare budgets
• control expenses and monitor budgets
• maintain inventory control
• conduct market research and competitor and customer analysis
• analyze data to identify sales opportunities
• develop promotional ideas and material
• attend trade meetings and industry conventions
• cultivate effective business relationships with executive decision-makers in key accounts

Education and Experience

• business degree or related professional qualification
• experience in all aspects of planning and implementing sales strategy
• technical sales skills
• proven experience in customer relationship management
• knowledge of market research
• experience in managing and directing a sales team
• relevant product and industry knowledge

• solid understanding of digital sales platforms
• experience with relevant software applications

 

Key Competencies and Skills

• excellent written and verbal communication skills
• organization and planning
• problem analysis and problem-solving
• information management
• team-leadership
• formal presentation skills
• persuasiveness
• adaptability
• innovation
• judgment
• decision-making
• stress tolerance

Job Type: Full-time

Executive Assistant, Female Candidate with excellent communication skills and detailed exposure on Strategy and Sales shall be considered. Candidates with minimum 1 year experience. Willingness to Travel and Flexible enough. Location: Andheri West, CTC upto 6 lac P.A.

• Customer Service - Delivering efficient and friendly responses to customer across different channels (main responsibility)
• Credit Risk - Evaluate loan applications for new borrowers applying for Branch loans, find and prevent fraud (main responsibility)
• Servicing & Collections - Proactively reaching out to borrowers who have missed payments
• Product - Escalating customer feedback and IT bugs to help improve our product
• Finance - Manage refunds, repayments, and other payment processes
• General - various administrative projects as needed

• 1-2 years of previous job experience in customer service
• Passionate about our mission and our customers
• Highly entrepreneurial, proactive, and willing to get your hands dirty
• Excellent communication skills, both oral and written
• Good grammar, spelling and punctuation
• Driven by data and highly analytical, good understanding of excel preferred
• Good typing speed (ideally above 45 wpm)
• Ideal candidates will be extremely flexible with scheduling e.g. willing to work on weekends and occasionally holidays

• You are required to take an online typing speed test through the link below
• Go to http://www.typingtest.com/ to complete a type speed test.
• On the left, select English, 1 minute, and Aesop's Fables.
• Click the green "Start Test" button.
• Please upload a screen shot of your typing test results as part of your cover letter. 

Apply here: https://hire.withgoogle.com/public/jobs/branchco/view/P_AAAAAAFAAGKIzCHGAVHhy1

JOB RESPONSIBILITIES:  Qualify leads and execute conversion of lead to the point of payment, booking confirmation, smooth delivery of experience and feedback collection, follow through.  Liaise with Sales, Operations, Creative, Product teams to provide best in class services to every customer of Wandertrails  Provide Metrics in terms of process, delivery and updates  Follow a metrics driven approach to set up and implement best practices for CA/CX team  Channel the feedback from the ground / customers to the Operations, Creative, Sales, CA/CX and Product teams so as to improve the overall user experience and ultimately help take the product to a state where “exceeding customer expectations” is the norm  Implement the User Acquisition programs across given channels including hacks (online & offline) and other touchpoints to generate awareness and drive conversions  Communicate with the target audiences through online & offline platforms, and maintain a continuous relationship  To do everything needed to drive customers onto the platform and help them enjoy the experience of booking through Wandertrails  Find, qualify and on-board new vendors on urgency basis, if and when required (in association with Sales & Operations teams)