Customer Relationship Manager

Mentogram is a Singapore-based Edtech startup. We are enabling the next generation of online mentors. Our team is growing along with our customer list. We are a crew of growth hackers and tech-geeks who are passionate about helping experts impact the world with their expertise. Let's ride the tide together!

 

The ideal candidate loves talking to people and proactively solving issues. You will be responsible for answering calls, providing information, and helping the customer by being informative, empathetic, and eager to quickly solve a customer’s problem. Must be willing to listen, learn, and resolve any customer inquiry that crosses your desk.

 

Responsibilities

• Communicate with customers via phone, email and chat.
• Provide knowledgeable answers to questions about the product, pricing and availability.
• Work with internal departments to meet customers' needs.
• Data entry in various platforms.

 

Qualifications

• At least 2 - 3 years of relevant work experience in a similar role.
• Good command of the English language is a must.
• Excellent phone etiquette and excellent verbal, written, and interpersonal skills
• Ability to multi-task, organize, and prioritize work.

 

Perks:

• A monthly payout of INR 20-25k depending on experience.
• Chance to get promoted to Senior Customer Service Rep within 3 months( salary+150%)
• Mentorship sessions by our experts and founding team.
• Amazing networking opportunity with top mentors and leaders on our platform.
• Recommendation letter.
• Being part of our core team and learning the ins and out of the startup ecosystem by working in a global Singapore based startup.

 Responsibilities

Customer Service Responsibilities list:

Manage large amounts of incoming phone calls
Generate sales leads
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships and trust with customer accounts through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Meet personal/customer service team sales targets and call handling quotas
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Take the extra mile to engage customers

Requirements

Proven customer support experience or experience as a Client Service Representative
Track record of over-achieving quota
Strong phone contact handling skills and active listening
Familiarity 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

True medicines at true prices! 

Our motto is to deliver value-added solutions for Indian patients beyond just pills. Our goal is to make healthcare accessible to every patient and bring it within their price range. 

Headquartered in Mumbai, we are excited to build a strong product and operations team, which is passionate to build innovative solutions and willing to go the extra mile to ensure the customer has the best experience.  

The ideal candidate will be responsible for configuring and troubleshooting our product to resolve our internal team's technical issues. You will support the users by acting as the liaison between the customer and other internal teams. Your ability to work in a complex networking environment will also make you an ideal candidate. 

What you will be doing:

• Mastering the Truemeds internal platform in order to efficiently and effectively diagnose, troubleshoot, and identify solutions to promptly resolve customer/users issues
• Support users via live chat & phone. Respond to user's technical support requests and feature-related questions
• Create and maintain product-related documentation, internal and external
• Debug user issues and create reproducible test cases for engineers to resolve
• Properly escalating unresolved issues to appropriate internal teams while providing clear steps to reproduce and detailed troubleshooting steps
• Understand user goals and their desired outcome from using the product.
• Document use cases and feature requests

What we are looking for:

• Previously done customer support role. Preferably technical customer support
• You're data-driven and analytical
• Excellent follow-up skills with great attention to detail
• You are comfortable in a startup environment; are self-motivated move quickly, and wear many hats
• You have a highly structured work approach, the ability to manage multiple activities in parallel
• Good communication skills: English / Hindi / Marathi / Bengali 

Location:

• Kailash Industrial Estate - Vikhroli / Powai, Mumbai.
• Kasba Industrial Estate - Kolkata
• Naraina Industrial Area Phase 1 - Delhi 

Timings:

12.00 PM to 9 PM

Working Structure:

In-Office: Monday - Saturday

Remote: Sunday 

1 Weekly off, 2 Monthly offs. 

Joining:

Immediately.

Requirements:-

 

• Excellent organizational skills.
• Customer service attitude.
• Professional attitude and appearance.
• Solid written and verbal communication skills.
• Proven work experience as a Receptionist, Front Office Representative or similar role.
• Direct visitors to the appropriate person and office.
• Answer, screen and forward incoming phone calls.
• Provide basic and accurate information in-person and via phone/email.
• Maintain office security by following safety procedures and controlling access via the reception desk.

The role requires you to:

• Answer client queries related to use of Superset software product, on email channel, and largely phone channel
• To understand queries, resolve them by providing ways to achieve use cases using Superset tool
• Ensure customer success by providing timely resolution
• Write documentation and FAQs

Job Description:
Robot Pilots are the front line of Cognicept’s operation and play an essential role in
the successful deployment of robotics: remotely resolving, analyzing, and reporting
robot errors. Providing a quick resolution to the client robot system is the highest
priority. These interventions ultimately lead to better performance and more
sophisticated applications of robotic systems. Robot Pilots use an error reporting
management system to document their interventions and findings into a
centralized database which is then used by the client, other Cognicept Robot Pilots,
and our engineers located worldwide.

Key responsibilities :
- Incident Management for robot issues within SLA.
- Error handling and resolution.
- Remote monitoring and robot operations.
- Help robots find their way by remotely correcting their internal “GPS” location and
driving/controlling the robot through unpredictable situations using
Cognicept’s propriety intervention system (it’s like a video game).
- Identify and report errors/failures/bugs, and suggest improvements to
processes and technologies.
- Manage inbound and outbound calls in a timely manner.
- Follow communication “scripts” and standard operating procedures.
- Identify customers’ needs, clarify information, research every issue and
provide solutions and/or alternatives.
- Keep detailed records of all interventions in the Cognicept database.
- Track personal/team qualitative and quantitative KPIs with your line manager.
- Take part in training and other learning opportunities to expand knowledge of
Cognicept and the position.

Skills/Qualifications:
- Experience with incident management, customer service and tech support preferred.
- Solid oral and written communication skills.
- Solid reading comprehension and listening skills.
- A keen eye for detail.
- Ability to work both independently and as part of a team.
- Excellent time to task management.
- Owns a laptop that runs Google Chrome and has a headset. (BYOD culture)
- Owns a functional smartphone with a data plan and an Indian phone number.
- Able to work in 24/7 shift with 6 days of working.

Customer Support Role - Bangalore (India timings: 7-8 AM to 5 PM)


We're looking for a Customer support engineer to support our customers during India hours (India timings: 7-8 AM to 5 PM) with an experience of 1+ years.


We're seeking a passionate and highly driven professional with prior experience of working in a software company - Prepefrable B2B.


This role is ideal for someone who is consultative by nature and passionate about customer happiness.


Responsibilities


1) Provide high-quality technical support over email and chat primarily to our customers across the Globe

2) Help our customers in all stages of usage of our product - during the trial, setup/configuration, and after-sales support

3) Making sure all customer issues that need resolution by the engineering team are followed through and resolved in a timely manner.

4) Keeping our Help/FAQ sections up to date.

5) Work with our engineering team to help them understand customer problems, reproduce them and fix them.

6) Work with our product team and contribute towards driving our product roadmap with real-world customer requirements


Requirements

1) Very Strong written and verbal presentation/communication skills (MOST ESSENTIAL)

2) You must be great at understanding and be analyzing problems

3) You must have at least 1-year experience with customer support for a business/enterprise tool

4) You must be willing to work in the provided timings IST 7-8 AM - 5 AM)

5) You should have excellent spoken and written English communication skills

6) You should be a good writer, with the ability to help non-technical people understand technical aspects of our product. You should also be able to maintain our Help/FAQ.

7) An engineering/technical degree would be considered a strong advantage


Apply with


Your resume

Your current CTC and expected CTC.

Roles and Responsibilities • Build a strong working relationship with partners and customers to support the success of the supply chain. • Cultivate multi-level customer relationships and identify key decision makers to uncover specific needs. • Understand competitor strategies, capabilities and pricing • Understand their business strengths, weaknesses, capabilities and future opportunities • Actual estimating, negotiating and analyzing procurement for projects successfully • Analyze the vendor targets and manage the container database • Coordinate and participate in customer meetings with decision makers • Develop comprehensive pricing strategies • Provide excellent Customer Service to ensure customer issues are resolved • Accountable for collaboration between the internal and external stakeholders to ensure first class service delivery is provided to all relevant customers and partners Skills for trade • 1-3 years hands-on work experience in logistics company • Strong Analytical & Negotiation skills • Ability to work effectively & efficiently in a team environment • Build, maintain and develop good relationships with internal and external contacts. • Must be a highly organised individual with excellent interpersonal skills and the ability to network and form relationships on behalf of the company • Ability to do multi-task, set priorities, organize work and implement the action plan accordingly