Customer Relation Executive

Company Overview

Bluesapling is a fast-growing technology and digital transformation company based in Bangalore serving businesses across the globe through its world-class enterprise solutions. We are looking for people who are passionate about understanding customer needs and helping them adopt the Software solution to their advantage and a willingness to work on brand building at a young company.

Qualifications

- At Least graduation, preferably in commerce from prominent institute

- 0-1 years of experience in customer support

Skills

- High level of empathy and aptitude to help and resolve problems for others.

- Learning ability to understand the software from the end user’s perspective.

- Oral and written communication skills to help and train clients on using the software. Good hold on English and Hindi is a must.

- Knowledge of Malayalam & Telugu regional language is a must.

- Other desirable skills:

  - Preferably a female candidate 

  - Expressive and good communication skills

  - Good listener and empathetic disposition

  - Proactive in anticipating customer pain points and providing feedback to the product teams on feature usage and issues.

Roles & Responsibilities

Your objective will be to ensure that client is able to extract value of our solution to the fullest. You will be the first point of contact for the client and end users of the software. You will be responsible for successful transition of the customer to our solution, for client communication and coordinating with them for conducting feature demonstration and giving training sessions. You will be resolving client queries on a real-time basis. You will also report to Product team on any major issues that clients may be facing. Uphold established standards, processes and best practices in customer service. You are expected to continuously learn and build a knowledge base by reading books, understanding business, and empathizing with our customers.

Responsibilities

· Resolving technical support inquiries directly or indirectly through on-site and/or remote first-level support representatives.

· Performing routine assignments in the entry level to a professional job progression.

· Providing prompt recovery and problem escalation using multiple system management and problem management tools.

· Working closely with development teams, support teams and vendors to coordinate special operations, and communicate/escalate problems to meet assigned deadlines.

· Providing analytical support for the development & enhancement of system interfaces and develop/enhance those tools under technical direction from seniors.

· Assisting in daily support of the systems/products assigned, through early detection and pursuit of changes in system responses or operations.

· Working closely with support groups to refine system monitoring, reporting, and to assist them in their analysis and problem recovery.

· Providing prompt, clear, and timely communications; log, coordinate, and communicate problems using standard problem management and escalation procedures.  

As a customer success manager your goal will be to provide outstanding customer service to our clients by developing effective customer service procedures, implementing customer loyalty programs, and Improve customer experience and customer satisfaction (Customer Love metrics)

• Be the single point of contact for all your customers from the time they sign the contract.
• Establish a trusted relationship with them and help them succeed with QDC through product adoption and delivering value promised.
• Understand the customer’s goals, org structure, key challenges, and define their success.
• Work with sales and on-boarding team to plan and execute a seamless customer on-boarding process, ensuring a smooth ‘go live’.
• Identify customer insights and pain points and help shape the product roadmap by providing active feedback to the product team.
• Proactively identifying and prioritizing resources and effort according to perceived risk, potential growth, strategic value and renewal timeframe, making sure subscriptions are renewed timely.
• Monitor at-risk customer behavior and carry out activities to retain them.
• Own churn and expansion for all your accounts.
• Identify opportunities for portfolio growth and contact customers for upsells.
• Work towards turning customers into advocates of QDC.
• Collaborate with the Marketing team to build customer case studies, testimonials, and referrals. 

• At least 2+ years of work experience in a customer-facing role such as Customer Success, Account Management and Sales, etc.
• Ability to understand a software product and its nuances very well.
• Excellent written and verbal business communication skills.
• Strong problem-solving skills, technical and analytical aptitude with the ability to quickly learn and adopt technical products.
• Ready to work during US hours - in future

We are on a mission to make Dry Cleaners and Laundry business winning in the digital era.

We believe in 

• Helping traditional laundries to come at par with digital businesses: Traditional We help laundry businesses adapt modern technology and deliver the customer experience that today’s digital businesses like Swiggy, OLA and Flipkart are delivering. We feel successful when we hear stories like https://www.youtube.com/watch?v=EbB828K28zs&;feature=emb_title">these.
• Building a large profitable business: We envision building a capital-efficient, large profitable business to achieve our mission of making laundry business win. This means less dependence on investors & more ownership with the team. We are one of the few profitable Indian SaaS startups buildinghttps://valuesaas.co/"> value SaaS
• Employee Wellness <> Customer Success: We give as much importance to each team member’s personal & professional success as much as we care about our customer's success. We believe it’s all about balance.

Our impact so far

• 3 Billion garments processed through QDC Dry Cleaning Cloud
• 47 countries
• 1000+ Paid subscribers
• 5000+ Users
• All this could be achieved with a nimble team of 20 from our single office in Noida

• Freedom & Responsibility: If you are a person who wants to take up challenging work & push your boundaries with no one monitoring you, then this is the right place for you. There are no hierarchies. No managers to please.
• Holistic Growth: Building a career doesn’t have to be at the cost of missing out on your personal front. We believe that professional success is worth when the personal goals are nurtured with equal importance. We will support you all in on that journey of yours.
• Transparency: If you ever wanted to know what it’s like to be on an entrepreneurial journey, then working with QDC gives you that opportunity to experience it all first hand.

Customer Service

Good Communication Skill

System Handling

Customer Queries Handling

Data Entries

Knowledge of MS

About Us

Tartan is a payroll connectivity API company enabling consent-driven employment and income verification in real-time.

Tartan helps precisely here – by offering a digitally embedded income verification solution to securely transmit your income data including the payslips without a pause in your application process.

Batik, a product by Tartan, provides a fintech-based platform (startbatik.com) that has been built from the ground up to natively support a wide range of organizations and employers. Batik is an employee benefits marketplace. We have built this on a mission to help employers elevate the benefits offered to employees. Through Batik, employees are empowered to use customizable and flexible benefits with easy access to a marketplace that has multiple products like quick loans, credit cards, insurances, gadgets, Coupons, Gym memberships, etc. Employers can provide benefits with just one click and support their workforce’s well-being with zero administrative burdens. In simple words, Batik is like an amazon marketplace.

Starting as a feature of one of our products at Tartan, Batik has helped the most innovative companies and HR leaders transform the employee experience to attract and retain top talent through employee benefits, strategic reward & recognition, and much more.

If you are a self-driven individual, excited to grow the business rapidly through creative, well-executed outbound strategies. Tartan is the right place for you, you will get to build, refine, and execute the outbound sales process & strategy, driving critical top-of-funnel opportunities. Your role will combine product, technical, and industry knowledge that will help us build an amazing product and better businesses.

What you'll do?

• Drive and manage Customer Success Outcomes

o   Post sales customer activation.

• Product Sales Activation

o   Expand our revenue in accounts through cross-selling and up-sell

o   Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores

o   Drive new business growth through more excellent advocacy and reference-ability

• Define and Optimize Customer Lifecycle

o   Map customer journey

o   Develop listening points in the journey (e.g., usage, satisfaction, etc.)

o   Standardize interventions for each point in the journey

o   Define segmentation of customer base and varying strategies

o   Identify opportunities for continuous improvement

o   Learn from best practices in the industry

• Measure Effectiveness of Customer Success

o   Define operational metrics for the team

o   Establish a system for tracking metrics

o   Create cadence for review within the team

o   Expose a subset of metrics to the executive team, company, and board

• Lead Customer Success Team

o   Recruit and train managers for each functional role

o   Attract high potential individual contributors into the team

o   Create a rapid onboarding process for new team members

o   Foster collaboration within the team and across the customer lifecycle

o   Encourage continuous learning within the team

• Inspire Customer Success Across Company

o   Create a company-wide culture of Customer Success

o   Align with Marketing around marketing to existing clients

o   Align with Product around driving product roadmap

o   Align with Sales around cross-sell and up-sell and focus on selling with a retention focus

o   Align with the Executive Team around key metrics and objectives

o   Drive company-wide definition of the ideal customer

o   Create a company-wide customer feedback loop

 We would love to hear from you if:

• 3+ years of experience developing and implementing best practices and processes for the customer success team
• Understands and adapt to functional and technical aspects of the product
• Ability to maintain a high-valued outcome-based relationship with an eclectic customer profile base
• Capability to gain trust and credibility by addressing customer’s needs and concerns
• Can Perform onboarding of accounts with the clients and ensure the best ongoing engagement throughout the customer’s lifetime
• Have Stellar presentation skills, client management, and written communication skills.
• Demonstrated progressive management experience leading teams
• Proven ability to develop strategies, translate them into initiatives and track successful delivery
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem-solving, communication, delegation, and planning
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
• Ability to manage influence through persuasion, negotiation, and consensus building
• Deep understanding of value drivers in recurring revenue business models

Why should you work with us?

• We are growing exponentially [Going from an on-paper idea to revenues in less than 12 weeks] - have big plans for 2022 and are super excited to build a top-tier product in India, for the world
• Crazy ambitious mission: Have a founder mindset and lots of room to experiment, integrate and expand further. Have a figure-it-out mentality.
• Transparent, flexible benefits: We have a robust benefits framework; we evaluate candidates based on performance every six months and put our best foot forward on appraisals, with some flexibility between cash/crypto mutual fund/stock options. Read more. Read in detail about our flexible benefits in the next section. 👇
• What else: Work comfortably and choose your flexible hours as long as you finish the tasks.
• So much transparency: We try hard to do it in the right way. We strongly believe that we can be much more open and move faster when we have nothing to hide.

Flexible Benefits

• Salary 💸 We offer competitive salaries with performance-based bonuses and raises at will. We believe that a raise doesn’t need to be tied to an annual review.
• Stock Options 📈 We believe that all employees deserve to own a part of Tartan. Everyone should be rewarded for a successful company outcome.
• Health Insurance 💪 We believe you and your family deserve robust health coverage because we care about them too. A health policy of 5 lakhs is provided and other benefits to you and your family.
• Brand new MacBook 💻 You get a MacBook you can use for work.
• Unlimited Sick Leaves ❤ Times are tough, and we are all in this together. Sick leaves are not meant just for yourself but also to take care of your loved ones when they need you the most.
• Passion Fund 🏀 Invest in yourself or your passion project. Take a course, do gardening or start a newsletter. At Tartan, we want to invest in your professional growth and personal.
• Wind Down 🎥 Whether it’s Netflix, Prime, Hotstar with the family, or cozying up with an audiobook, we provide a monthly stipend to spend on the streaming, entertainment, or news sources of your choice.

Sound like something you’d like to be a part of. We’d love to hear from you!

• Location: Gurgaon, Bangalore

Roles and Responsibilities

As an Escalation Associate, you will be at the front of handling and resolving customer complaints and Grievances from various touchpoints (Not Limited to Complaints, Social Media Escalations, Consumer Forum complaints, etc.). You will work with other departments and ensure closure and recovering a customer’s experience.

• Tracking all Customer complaints/escalations in real-time.
• Acknowledge all customer complaints, connect with customers (Over emails as well as on calls), understand the problem clearly, and assure a timely resolution.
• Coordinate and follow up internally for an end-to-end closure on each complaint handled.
• Proactively escalate cases that are about to breach standard TAT.
• Work on RCAs (Root Cause Analysis), of complaints, handled, to facilitate process improvement internally.
• Liaison with team members and team leads on a regular basis.
• Publish MIS on Escalation Cases and follow up steps to be shared with Team Leaders for Agent coaching and improvement.
• Adhere to compliance policies.

Required Skills & Experience

• A strong Customer-centric approach.
• Can work under pressure and handle difficult conversations.
• Can understand problems clearly.
• Ownership and solution-oriented approaches should understand and deliver end-to-end resolutions.
• A team player can coordinate and liaise with internal and other departments seamlessly.
• Fluent in written and conversational English. Regional Language Hindi, Kannada, Tamil, Telugu is a strong plus.
• Academic Qualifications- Bachelor’s Degree preferred or equivalent experience considered.
• 1 -2-year experience in customer service (or related fields), fresher’s can be considered who matches above criteria.

Preferred Skills

• Background in customer service, escalations/complaints handling, social media handling.
• Experience in email handling, inbound calls.

Job Purpose:

To Answer queries/resolve problems of customers through Inbound.

Attend Inbound & Outbound calls, sometime respond through email and chat to customers.

Provide correct and quality information to customers on every call, promote good listening and English grammar skills.

Eligibility Criteria:

Good speak, read & Write English & Hindi mandatory.

Able to communicate confidently and politely, with good speaking skills.

Awareness on Banking or Banking products.

Detailed knowledge of intricacies of Banks products and how they compare against competitors.

Good typing skills (Quality & Speed)

Ability to handle telephonic conversations

Good Listening & Comprehension skills

Should be flexible to work in 24/7 shift