Customer Relationship Management Executive

Age:- 21 To 26 Yrs. Any Graduate. Can apply
A] Job: Visit Doctors,Chemist,Stockist B] Knowledge Required: Pharmacology, Antibiotics, Drug, Human Body Systems  

Location:- Kolkata

CTC:- Up to 2,20,000/- p/y+ TA + DA + others. H.Q- 150/- , Ex-station 150/-, Outstation 400/- , & TA Rs. 2/- P.k. , Mobile 300/- , Internet -250/- as per candidate knowledge.

M/S APS (The Pharmaceuticals & Healthcare Recruiter) Mr. Manash Dutta (HR),

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.  

Job Summary:

We are seeking a highly skilled and experienced Customer Success Manager to build and lead our team of agents based in India. The Customer Success Manager will be responsible for building a high-performing team to ensure that our customers receive high-quality support for Monarch products over chat and phone. The primary goal of this role is to ensure high customer satisfaction and timely resolution of issues, while also empowering our customers to self-service their issues first.

Responsibilities:

• Staff and properly resource a 24/7 support organization that is available globally to meet Monarch customer needs.
• Set performance goals for the team and ensure that they are met or exceeded.
• Define and implement a scalable support model to accommodate growth and changing customer needs.
• Develop and maintain customer service procedures, policies, and standards to ensure consistency and quality of service.
• Continuously improve the support process, tools, and resources to ensure efficiency and effectiveness.
• Own the Key Performance Indicators (KPIs) for customer support and regularly report on performance against these metrics.
• Empower customers to self-service resolve their issues by providing them with the necessary resources and guidance.
• Train and coach agents on effective communication and problem-solving techniques to improve their performance.
• Build and maintain strong relationships with customers to ensure loyalty and retention.
• Collaborate with cross-functional teams, including Engineering, Product Management, Service, Delivery Operations, Manufacturing, and 3rd Party Dealers, to identify and resolve customer issues.
• Manage and maintain a positive and supportive team culture, encouraging collaboration and accountability.

Qualifications:

• Bachelor's degree in business, management, or a related field.
• Minimum of 5 years of experience in customer support or related fields.
• Experience building and managing a team of agents in a fast-paced environment.
• Excellent communication and interpersonal skills.
• Strong analytical skills with the ability to analyze data, identify trends, and develop insights.
• Proficient in using customer support tools such as Zendesk, Freshdesk, or similar.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Knowledge of Agriculture Products and Farming is a plus.
• Knowledge of the Monarch product line or similar technical field is a plus.
• Flexibility to work in different time zones.

Fieldproxy is looking for a passionate Customer Success specialist. We are on a pace to grow 3x in size this year with our customer success team. This is an exciting opportunity for someone who is looking to uplift their Customer Success career in a rapidly growing SaaS start-up.

Key responsibilities:

• Establishing customer engagement activities like onboarding and product implementation constantly while meeting the business metrics
• Increase product adoption and customer retention rate

What we look for:

• 2+ years of experience, preferably in a SaaS organization with at least 6+ months of domain expertise in Customer Success
• Excellent presentation skills and writing skills
• Ability to make a quick decision in a lean team
• Strong communication skill is not expected as it is kept as a default checklist
• Experience with a SaaS product would be preferred
• Work exceptionally with the cross-functional teams(product, sales, pre-sales, marketing, developers, etc.)
• Proactive in establishing deeper customer relationships
• Minimize the churn rate and maximize the revenue by constantly creating opportunities for upselling
• Familiar with the CRM tools preferred

What we provide in return:

• Competitive salary
• Opportunity to work in a fast-moving, high growth SaaS company
• Company-paid Health insurance
• A great learning experience with high paced growth opportunities
• Hybrid and friendly work culture with always ready to help attitude colleagues

Job responsibilities of the candidate include

• Politely speaking with customers and understanding their queries.
• Documenting customer queries in system.
• Responding to customer queries based on SOP.
• Min 12th passed

Responsibilities

• Manage incoming calls, chat and emails from customers in a prompt and swift manner

• Identify & assess customer’s needs, clarify information and provide solutions and alternatives wherever applicable

• Manage and resolve customer complaints, escalate to concerned authority when necessary

• Build sustainable relationships and trust with customers through open and interactive communication

• Provide accurate & complete information to improve customer satisfaction leading to noticeable results

• Maintain records of every interaction and forward to concerned team member whenever necessary

Who can apply:

• Graduate from any stream
• 2+ years experience in a customer support role

• Strong Track record of performance 

• Strong listening , written and verbal communication skills

• Customer focus and adaptability to different personality types

• Ability to multitask, set priorities and manage time effectively

• Must be fluent in English, proficiency in other languages is an advantage.

• Familiarity with working Freshdesk/Zendesk/Zoho Desk is desirable 

• Ensure that all activities are carried out in a timely and cost-effective manner.
• Application management procedures, systems, and best practices.
• Materials are purchased, inventory is planned, and warehouse efficiency is monitored.
• Assist the organization's processes in remaining lawful.
• Develop strategic and operational goals.
• Examine financial information and apply it to boost profits.
• Budgets and predictions must be managed.
• Perform quality checks and keep track of production KPIs.
• Train and oversee employees 
• Look for methods to improve customer service quality.

Position - User Researcher

Location - Mumbai/Bangalore

About Us

upGrad is an online education platform building the careers of tomorrow by offering the most industry-relevant programs in an immersive learning experience. Our mission is to create a new digital-first learning experience to deliver tangible career impact to individuals at scale. upGrad currently offers programs in Data Science, Machine Learning, Product Management, Digital Marketing, and Entrepreneurship, etc. upGrad is looking for people passionate about management and education to help design learning programs for working professionals to stay sharp and stay relevant and help build the careers of tomorrow.

• upGrad was awarded the https://iamaiida.in/index.php">Best Tech for Education by IAMAI for 2018-19
• upGrad was also ranked as one of the https://www.linkedin.com/pulse/linkedin-top-startups-2018-25-most-sought-after-india-linkedin/">LinkedIn Top Startups 2018: The 25 most sought-after startups in India 
• upGrad was earlier selected as one of the https://www.fastcompany.com/most-innovative-companies/2017/sectors/india">top ten most innovative companies in India by FastCompany.
• We were also https://www.ft.com/content/9150579a-f24c-11e6-95ee-f14e55513608">covered by the Financial Times along with other disruptors in Ed-Tech
• upGrad is the https://yourstory.com/2017/01/startup-india-learning-program-offers-free-online-entrepreneurship-course/">official education partner for Government of India - Startup India program 
• Our program with IIIT B has been ranked https://www.analyticsindiamag.com/top-10-courses-and-training-programs-on-artificial-intelligence-in-india-ranking-2018/">#1 program in the country in the domain of Artificial Intelligence and Machine Learning 

About the Role

The Design & Research teams are part of the larger Product teams and are responsible for gathering learner, community & expert insights and translating those into a seamless & empowering experience across the platform. These teams are broken down into four branches, Growth & Discovery, Learner Experience, Careers, and Alumni & Breakout experiences which consist of talents from across product, engineering, learner experience, and business to make sure we have no latency in user experience meeting the user expectation.

 You’re an experienced researcher with a strong, working understanding of how to integrate qualitative and quantitative research methodologies. You know exactly when to engage with teams across Design, Product, Engineering, and Marketing, what questions to ask, where to probe, and how to implement the most effective research strategies. You thrive in a fast-paced environment and enjoy setting your own research goals, managing load, and expectations, and delivering actionable research findings and recommendations. You’re passionate about Education and believe great experiences are always inspired by a deep understanding of the user

Roles & Responsibilities

• Partner with Designers, Product Managers, and Data folks to drive all stages of research from early product direction through summative validation in an Agile work environment.
• Help to develop and track quantitative measures of user experience (goals, metrics)
• Influence a diverse set of stakeholders through excellent relationship building, and crisply providing insight and deep domain expertise in research practices and product development.
• Put the needs of our varied set of users front and center and driving, through influence and well-constructed presentations of insights, the user experience strategy of our many products.
• As a voice of the user, effectively challenge and elevate the customer experience in a data-driven environment Design, recruit and moderate research studies regularly (both in-person and remote).
• Use a variety of research methods and tools to best reach the goals of each project in order to provide rich, actionable insights.
• Communicate research findings and prioritized recommendations to internal stakeholders in a clear and compelling way.
• Work closely with product teams to identify research questions.
• Design and execute studies that address both user behavior and attitudes, using the right methods for the right questions.
• Generate insights that influence how product teams think about medium and long-term product strategy. Directly influence product strategy and design by communicating clearly and in a compelling way.
• Conduct research using a wide variety of qualitative and quantitative methods, including in-depth interviews, ethnographies, focus groups, and diary studies
• Interpret and analyze research results through the lens of UX and social science.
• Collaborate closely with other user experience researchers, and understand when to bring in quantitative experts for support.
• Devise and execute creative methods in getting non-design partners to internalize and act upon research, particularly engineers, analysts, and other technical experts.

Skills Required

• You have deep knowledge of qualitative research methods and tools across the Indian diaspora, as well as knowledge in quantitative methods
• BA/BS, human behavior related field HCI, Psychology, Social Science, Information Science, etc.)
• 2+  years of experience in applied product research Knowledge of qualitative and quantitative research method

Qualification – BA/BS, human behavior related field HCI, Psychology, Social Science, Information Science, etc.)

 Years of Exp –  2+ Years