Customer Service Executive (Chat/Email Process)
Position – Customer Service Executive (Chat/Email Process)
As a Customer Service Executive (Chat/Email), you will be responsible for providing excellent customer service and support. The ideal candidate will have strong communication skills, be able to work independently, and have a positive attitude. If you have a passion for helping others and providing exceptional customer service, we want to hear from you!
Customer Service Executive Duties:
· Respond promptly and professionally to customer inquiries received through email and chat platforms.
· Provide accurate information and support to customers, addressing their concerns and resolving any issues they may have.
· Maintain a high level of customer satisfaction by delivering exceptional service and exceeding customer expectations.
· Ensure timely and effective follow-up on customer queries and escalations to ensure satisfactory resolution.
· Demonstrate strong written communication skills, including proper grammar, punctuation, and attention to detail.
· Maintain a thorough understanding of company products, services, policies, and procedures to provide accurate and up-to-date information to customers.
· Collaborate with internal teams to resolve customer issues and improve overall customer experience.
· Meet or exceed productivity and quality standards set for the role.
· Maintain customer data and records accurately in the designated systems.
Candidate Qualifications & Skill Requirements
· Candidate should ideally have 2 - 5 years of experience in the similar profile
· Graduate (Any)
· Previous experience in customer service or a similar role is preferred.
· Strong written communication skills in English, including excellent grammar, punctuation, and spelling.
· Proficiency in typing with a high level of accuracy and speed.
· Ability to multi-task and effectively manage time in a fast-paced environment.
· Good problem-solving skills and the ability to think critically.
· Excellent interpersonal skills with a customer-centric approach.
· Proficiency in using computers and knowledge of email and chat platforms.
Subodh Popalwar
Software Engineer, Memorres
About Burgundy Hospitality pvt ltd
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Karnival is expanding the team! You wanna be a part?
Who are we?
Karnival is a dedicated team of passionate individuals, We are an innovative focused - rapidly growing organization, working in Retail Technology, Customer Experience and Martech space empowering 100 + clients across USA, India, UAE,GCC, Europe & LATAM providing cutting-edge solutions to E-commerce, Physical Retailers, and D2C brands.
We are looking for smart customer support professionals with prior experience in Technical support for enterprise-grade products. This position is Ideal for someone who has a customer-first attitude and knows how to ask the right questions to identify underlying problems faced by customers. This role will test your skill of getting things done by involving relevant people across functions and resolving the issue as a team.
Our Customer Success team guides and works closely with global clients from across the industries. Your role here is not limited to addressing the queries but also to forming a relationship of trust with the Clients, foreseeing issues and creating an expert-level solution with the most agility.
We are looking for someone who has :
- Mandatory 1+ years of customer-facing role in SaaS environment.
- Ability to forge a strong relationship with the clients and to maintain rapport.
- Ability to articulate technical aspects of our product to even the non-technical people.
- Passionate about technology & advocate for Innovations.
- Strong Time Management and client management skills.
- Excellent communication/ presentation skills.
- Diligent in documentation & notes-taking.
Responsibilities :
- Identifying and reporting issues/bugs in products and translate them into problems by identifying the root cause wherever possible
- Align with the Tech team on feasibility checks for any product requirements according to the client's needs.
- Testing of the new products, gathering feedback from customers, and sharing the same with the involved stakeholders for continuous improvement.
- Proactively involved in Customer portfolio management to understand/tap upselling and cross-selling opportunities.
- Involve in product demonstration by working along with the sales team for lead conversion.
- Smooth onboarding of the clients into the system by providing all forms of Implementation & technical support needed.
- Create a knowledge base by preparing high-quality and interactive User Instructions, FAQs and other repositories to help customers
- Timely upgradation / Revision of Documents /Instruction Manuals to meet the applicable standards to enhance our Knowledge base portal.
- Identify expansion opportunities for Sales to drive account growth.
Incase of interest write back with your CV to vinutha.s karnival.com
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.
Customer Experience Executive
Location: Santacruz, Mumbai
Job Description
• Respond promptly and professionally to customer inquiries received through email, social media and chat platforms
• Provide accurate information and support to customers, addressing their concerns and resolving any issues
• Maintain a high level of customer satisfaction by delivering exceptional service and exceeding customer expectations
• Ensure timely and effective follow-up on customer queries and escalations to ensure satisfactory resolution
• Maintain a thorough understanding of company products, services, policies, and procedures to provide accurate and up-to-date information to customers
• Collaborate with internal teams to resolve customer issues and improve overall customer experience
• Meet or exceed productivity and quality standards set for the role
• Maintain customer data and records accurately in the designated systems
Qualifications & Requirements
• Graduate degree
• Candidate should have 2 - 5 years of experience in a similar role
• Strong written communication skills, including proper grammar, punctuation, and attention to detail
• Previous experience in customer service or a similar role is preferred
• Proficiency in typing with a high level of accuracy and speed
• Ability to multi-task and effectively manage time in a fast-paced environment
• Good problem-solving skills and the ability to think critically
• Excellent interpersonal skills with a customer-centric approach
• Proficiency in using computers and knowledge of email and chat platforms
Reporting Manager: COO
Note - Candidates must be flexible for 6 days and rotational shifts
(70%), Europe, Middle East and Rest of the world (30%).
They work as consultant business partners for our customers, driving high-growth for them;
while working closely to build and launch apps, drive installs, create and convert engaging
marketing campaigns, and draw insights from in-depth analytics. A large focus of the customer
success team is to scale the business and grow revenue for merchants via their mobile app built
on our platform.
What you will do:
● Create plans for the success of your customers while collaborating with
sales,engineering and product teams. You own,track and improve performance metrics
for customers along with revenue growth.
● You will be responsible for on-boarding and training new customers on the platform
● Act as a Strategic Consultant for your customers to develop a deep understanding of
their business goals and motivations
● Provide recommendations for campaigns, features, growth strategies and ensure a
seamless shopping experience for the merchant’s customers
● Coordinate with support & tech teams to resolve product issues
● Build a trustworthy relationship with customers to ensure retention & reduce churn. While
continuously working with them to derive value from the platform
● Prepare weekly/monthly business reports and assist customers with strategies to
improve business growth and track their month on month usage of the platform
● Partner closely with cross-functional teams to translate business needs and product
requirements into new solutions for customers
● Strategically manage account escalations & provide timely resolutions
● Help drive customer references and case studies
● Optimize existing business processes and work on customer success initiatives
What we are looking for:
● 2 to 12 years of proven experience in an Account Management/Customer Success or
Consulting role in a B2B SaaS or a tech company
● Experience in the ecommerce ecosystem is a huge plus along with an understanding of
the customer lifecycle
● Should be open to working in the US time zone (5pm IST to 2am IST)
● Can take ownership of the customer relationship post sales and give strategic solutions
to grow the account
● Strong interpersonal skills and experience in building relationships in different capacities
with a wide range of customers
● Experience or understanding of Digital Marketing/Growth to drive results
● Can work smoothly across engineering, sales, marketing and support teams in a fast
paced environment
● Customer centricity as a philosophy in all interactions
Benefits:
● Competitive Salary
● Flexible work hours. We value work-life balance
● Opportunity to work with some of the biggest Enterprise customer
Data Analytics
The role will be part of our customer success team. You will work extensively on large datasets to identify and help remediate data risks for customers from diverse domains, and support them as a trusted security advisor.
Responsibility
- Analyse customer data on Concentric Platform, extract relevant insights to identify data risks, develop risk remediation strategies
- Prepare and present data risk reports to customers. Handhold them for implementation of the risk remediation strategies
- Develop, curate and maintain training datasets for AI models
- Label large datasets for supervised learning of AI models
- Serve as customer’s trusted data security advisor, providing subject matter expertise, strategic guidance to drive adoption of concentric platform aligned with customer objectives
- Strong experience on with data analytics. Proven ability to extract relevant insights from big volumes of data to solve specific problems. Eye for detecting trends, anomalies in data.
- Experience in developing training datasets for AI models and data labelling for supervised learning of AI models.
- Excellent attention to detail
- Customer advisory experience preferably in data security domain
- Experience on with Excel as data analysis and reporting tool is required. Knowledge of other tools like Python, Kibana, Jira, ppt will be a plus.
- Broad knowledge of operationalizing data security, regulations and standards will be an advantage
- Excellent communication skills across various formats and mediums. Strong presentation and facilitation skills
- Use creative problem-solving skills to help customers reach their business goals and maximize the value they are getting from Concentric platform
- Graduate/Post Graduate in Engineering discipline from premium institute
Java
Python
Go Programming (Golang)
C++Customer Success Engineer
Who We Are
HeadSpin is a startup organization, and we are revolutionizing the way developers test, monitor, and optimize their applications. The company is building a first-of-its-kind global mobile device cloud platform that allows apps to instantaneously run on real devices across global mobile carrier networks. HeadSpin provides powerful, actionable, data which pinpoint any problems in the app and enable developers to fix these issues before launch. HeadSpin integrates seamlessly with your development workflow and requires no changes to your app. The HeadSpin mobile platform is now in 80 countries and 140 cities worldwide, supporting over several hundred cellular networks and over 2,000 mobile devices. Using HeadSpin’s service, developers can launch products with the confidence that their applications will work in all the conditions that their users will experience. HeadSpin is funded by Google Ventures, Nexus Venture Partners, ICONIC, Danhua Capital, and other blue-chip investors.
About the Role
You should be a tech-savvy Customer Success Engineer who wants to help build our client base and increase customer satisfaction through providing post-sales technical support. You should be able to satisfy client queries in a timely manner and train clients to use our products as well as work with the sales team to increase sales. To be successful as a Customer Success Engineer, you should have excellent technical skills and knowledge, have previous software development experience (noted below), as well as sales ability and interpersonal skills. If this sounds like you, then we should connect! Your role may involve traveling (when appropriate) to a client’s business and provide training for their staff. You will also assess issues that arise, form a conduit between customers and product and service teams. You will provide customer feedback and insights about the effectiveness of our services provided. You’ll help ensure that customers are fully utilizing our platform through tech workshops, writing sample scripts, and providing additional product knowledge. If you love working with customers and thinking on your feet, then we want to talk to you!
What You'll Do
- Work with customers to ensure onboarding, user adoption, retention, and overall success
- Impart technical leadership and direction on all aspects of HeadSpin’s products and services
- Assist in training customers on using HeadSpin to troubleshoot real-time performance issues
- Track accounts to identify churn risk and work proactively to eliminate that risk
- Ensure any account issues are resolved quickly, utilizing resources from across Technical Support, Sales, Engineering, etc.
- Function as the voice of the customer and provide internal feedback on how HeadSpin can better serve our customers
- Maintain and gain knowledge of the languages and technologies supported by HeadSpin
What You Need
- 3+ years’ work experience in a software development role, or a customer-facing role such as technical customer success, account management, pre-sales engineering, or technical consultant role
- Experience successfully managing customer engagements to completion and customer satisfaction
- Proven record of professional customer service in a high growth environment
- Willing to get your “hands dirty” and troubleshoot or code solutions when needed
- Proficient understanding of Web/Mobile app development and architecture including common test automation tools like Appium, Selenium, XCUITest, UIAutomator, Espresso, etc.
- Comfortable working in a Linux/Mac environment and using Rest APIs
- Experience working in at least one of these programming languages (Java, Python, Go, C++)
- Strong ability to align technical concepts and features to business needs
- Bachelor’s Degree in Computer Science or similar fields
- Able and willing to travel as the job requires
Responsibilities
- Understanding business requirements and processes from our customers for creating digital applications on our internal no-code tool
- Converting business processes into technology solutions, designing application flow, database design, and connections.
- Create SQL queries for report generation on the platform.
- Build visualizations and dashboards based on business KPIs.
- Create training documents and videos for our users. Support users in the digital requirements.
- Analyze and suggest product and process improvements
- Take and track all customer queries and assist them in using the platform
- Interface with the product team on feature requirements and improvements
Requirements
- At least 2+ years of experience in SQL and implementation of any enterprise platform such as an ERPs etc.
- Ability to grasp business processes and create business processes for digitization of operations.
- Tech, MCA, BCA, or graduation in any technical field.
- Good to have working experience in working on no-code digital solutions or ERPs
Hiring Process
- Aptitude test
- Technical Interview
- Culture Interview
Required qualifications and experience:
- Graduate in any specialization
- Minimum 5 years of experience in service industry, with 2-3 years of managerial level experience, preferably in fields like Contact Centre Operations, E-commerce or Customer Interface Operations
- Experience in Contact Centre operations or experience working with front line and service delivery processes, especially e-commerce
- Good presentation and MS Excel skills
- Multiple team handling experience; handled mid-sized teams of at least 2-3 verticals and not just a single team
Roles and responsibilities:
- Perform quantitative assessment and continuous process improvement to drive business and efficiency.
- Manage the roster and deliver on the service levels as per the agreement.
- Raise alerts on downtimes or fluctuations.
- Deep-dive into escalations received primarily via social media and enable front-line to close the issues. Interact directly with customers too, if need be.
- Analyse various process gaps and raise request for new SOPs to close loop.
- Identify gaps in service delivery, agent behaviour, product knowledge and business functionalities.
- Identify improvement opportunities along with the respective Process Head and facilitate launching projects around these opportunities.
- Internal and external stakeholder management.
- Coordinate Application ID management and maintain records.
- Improve operational deliverables of the aligned LOBs of the outsourced partner.
- Ensure 100% adherence to SR, L2 and complaint TAT as per laid down norms.
- Work on better tagging of customer voice and better ways of process flows.
- Device proactive programs to reduce calls.
- Devise cross-functional and up-skilling training plans for current teams.
- Manage Transactional Training and Development of the trainers.
Our client is a call management solutions company, which helps small to mid-sized businesses use its virtual call center to manage customer calls and queries. It is an AI and cloud-based call operating facility that is affordable as well as feature-optimized. The advanced features offered like call recording, IVR, toll-free numbers, call tracking, etc are based on automation and enhances the call handling quality and process, for each client as per their requirements. They service over 6,000 business clients including large accounts like Flipkart and Uber.
- Leading the Customer Success function by training, engaging and developing your team
- Managing the daily activities of Team Leads and below.
- Working on new strategies to improve the overall customer experience, and minimise churn.
- Coordinating with the marketing department to strategize ways to increase post-sales interactions with clients.
- Interacting with the Sales team to work on inter-departmental challenges
What you need to have:
- Any UG / PG
- A customer-focused mindset, putting the customer experience first in every action you take
- Exceptional account management and customer service skills backed up with excellent written and verbal communication skills
- Has been in the leadership role of the similar profile from past 2-3 years
- Experience working in a B2B SaaS organisation
- Technically proficient
- Excellent listening skills
- Ability to effectively communicate at all levels of the organization.
- Excellent problem-solving skills
- Extremely process-oriented
- Experience leading, coachng, and empowering your team to do their best work
Follow CutshortSubodh Popalwar
Software Engineer, Memorres