Customer Success Advisor

Job Title: Customer Support Executive

Location: Bangalore, India

Elocity is a cleantech start-up striving to make the world a better place through technology innovations. We are building a global infrastructure for making the transition to electric vehicles viable, affordable, and sustainable by working closely with the utilities, governments, and public.

Headquartered out of Canada, we are a team of highly specialized domain experts and problem solvers enabling utilities, public and private sector entities to successfully manage the demands of electric vehicle charging and its infrastructure needs to pave the way for electromobility in future.

To know more visit https://elocitytech.com/

Responsibilities:

Develop a deep understanding of the company's products and services to provide accurate and comprehensive support to customers.

Utilize your excellent product knowledge to effectively assist customers and address their queries and concerns.

Handle customer phone calls, ensuring professional and courteous communication.

Direct calls to the appropriate department for more complex query resolution, ensuring a seamless customer experience.

Proactively gather feedback from customers to identify areas of improvement and relay it to the relevant teams within the organization.

Establish and maintain positive relationships with clients and customers, both in person and over the phone.

Excel at handling customer inquiries, resolving complaints, and ensuring prompt and satisfactory resolution.

Utilize your strong communication skills to effectively convey information and provide clear instructions to customers.

Demonstrate proficiency in working with Excel workbooks for efficient data management and reporting.

Strive for continuous improvement in customer support processes and contribute to enhancing the overall customer experience.

Qualifications:

Proven experience in a customer support or related role, preferably in a fast-paced environment.

Excellent product knowledge and the ability to quickly grasp and understand complex concepts.

Strong communication skills, both verbal and written, with the ability to articulate information clearly and concisely.

Proficiency in handling customer inquiries and resolving issues in a professional and timely manner.

Ability to build rapport with customers and establish trust and credibility.

Proficiency in working with Excel workbooks for data management and reporting purposes.

Exceptional problem-solving and analytical skills, with the ability to think on your feet and provide effective solutions.

Good organizational skills and attention to detail.

Ability to work well under pressure and in a team-oriented environment.

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

About the company we are hiring forHere, we are passionate about helping vacation rental owners and managers

grow their business. Backed by Bessemer Venture Partners, we have grown to the global

leader of short term rental revenue management systems that drive revenue growth. We

attribute our success to our belief that the people are the most important part of a

business, and our commitment to being a fantastic place to work.

It's with that in mind thatit is looking to add a Customer Support Generalist to our

growing team. Working in the CEST time zone and reporting to the Senior Manager of

Global Support, you will have the opportunity to help support our internal teams and

accelerate our growth. We believe in bringing your whole self to work. We are committed to

building a diverse team and embracing an inclusive culture. If you are looking to get in on

the ground floor of a high-growth startup and be a part of a founding team, we’re excited to

chat with you.

Before reading further...

It is passionate about diversity and cultivating our team’s potential. If you’re hungry

for a good opportunity, but don't meet every point in this job description, please apply

anyway!

As our Customer Support Generalist, you’ll be responsible for:

 Supporting our internal Customer Experience Team by fulfilling Partner Requests

 Uploading settings in Bulk for our Partners

 Assisting in Property Management System Migrations

 Adding newly translated articles to our Help Center and updating existing articles

 Collaborating cross-functionally to share and learn from best practices

 Assisting our Customer Success team to prep for Executive Business Reviews

 Assisting our Customer Success team with Booking Reviews

 Providing thoughtful, empathetic, and personalized email communication postimplementation

 Be ready to assist other areas of the business as needed

So what kind of person are we looking for in this role? The person who will be successful

in this role will be:

 Curious: By nature, you have a knack for learning the ins-and-outs of software

 Going: You love going above and for teammates and customers

 Detail Oriented: You have a unique ability to proactively identify and address all

customer concerns and colleague needs with thoroughness and precision.

 Empathetic: You provide thoughtful communication which is the foundation of

strong relationships.

 Outgoing: You are enthusiastic and confident in your ability to quickly connect with

new people

Now that we’ve told you what the job looks like, here are the qualifications we're looking

for in a candidate:

 1+ years of experience working in Customer Support or Service

 Willing and able to work in the CEST Time Zone

 Fluent in Spanish

 Strong communication skill and experience communicating difficult, technical

concepts in a professional and thoughtful way

 An empathetic approach with the ability to understand customer pain points and

genuine desire to help our internal team resolve issues

 A drive to identify creative ways to improve the customer experience and don’t

hesitate to suggest new, out-of-the-box ideas

 The desire to dive into issues and understand what is going on beneath the surface.

You know when something is over your head and are not afraid to ask for help

 Experience balancing multiple tasks and customer needs simultaneously. Ability to

prioritize your workday independently

 Ability to handle working in a fast-paced work environment

 Experience working with software or the ability to learn a wide variety of tools.

 Clear, concise, and effective written and oral communication skills.

 Familiarity with Property Management Systems and/or the vacation rental market

 Advanced Excel knowledge ex. Data matching, Vlookups, etc.

So what can you expect after you apply? Your application will be personally reviewed by a

member of the hiring team and if there is a match in your experience and the role,

you will:

 Have a video conversation with someone on our Recruiting team. This is a high-level

conversation about your experience and interest, but also an opportunity for you to

learn more about us

 Complete a writing assignment

 Meet with our Manager of Global Support for a deeper dive video conversation

 Meet with Director of Special Projects, and Head of Commercial

 Speak with our Co-Founder as a final step

We are a team of Product Management and FinTech honchos & alumni of distinguished institutions (IIT/IIM/ICAI) and we are building something at the cutting edge of HR & FinTech Universe (Embedded Finance is the word)! We have most recently raised Series A funding from IndiaMart and BeeNext and looking to expand our team. We are building something that is unique, real, and Impactful. If you carry a similar passion, we'd love to hear from you!

Responsibilities:

• Act as a Techno-Functional Consultant and maximize adoption of our company.
• Assist & train Customers to implement their process and help them to resolve their support queries.
• Increase overall retention and do in-depth analysis to create up-sell/cross-sell opportunities.
• Eliminate risks proactively and share product feedback and experience with the Product team.
• Showcase newly released features and maximize consumption, share a road-map with customers and gather their feedback to improvise the product.
• Delivering and communicating ROI for our clients, throughout the customer lifecycle.
• Being the trusted partner for the customer on the use-case and product functionality.
• Customer onboarding, training, and support.
• Making customers aware of resources such as knowledgebase articles, tutorials, how-to videos, and webinars.
• Gathering customer feedback and sharing it internally to improve the product and/or establish better Customer Support practices.
• Analyzing customer data and helping them discover aspects of the product that are most beneficial to them.
• Carrying out periodic health checks to avoid churn.
• Firefighting during account escalations.
• Account management and renewals.
• Keeping customers updated on changes to the product they're using, new features, and new products they might find useful.
• Encouraging customer advocacy through internal NPS surveys, external reviews, case studies, testimonials, and referrals.
• Upselling and cross-selling through review of customers' progress.

Requirements:

• Post Graduation (MBA).
• Experience of a growing company with a focus on personal growth.

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.  

Customer Care Executive

Location: Jaipur.

Job Type: Full-Time

Experience Level: Entry Level (Freshers)

Responsibilities:

• Provide exceptional customer support via phone, email, or chat.
• Assist customers with inquiries, product information, and issue resolution.
• Maintain accurate and detailed customer records.
• Ensure customer satisfaction through effective communication and problem-solving.
• Adhere to company policies and procedures.

Qualifications:

• High school diploma or equivalent.
• Strong communication skills (written and verbal).
• Excellent interpersonal skills.
• Willingness to learn and adapt in a fast-paced environment.

Benefits:

• 14 Days Accomondataion.

We at AiSensy, are building end-to-end WhatsApp based Marketing Automation, CRM & Customer Support platform for Enterprises & growing SMBs. Helping brands like SkullCandy, NMIMS, Byjus, Rentomojo, etc.and are handling 5 million+ messages per month.

The ideal candidate will have impeccable relational skills.This candidate will be responsible for providing an excellent customer service experience and help customers achieve their desired goals.

Responsibilities:

• Develops customer relationships that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn.
• Ensures all customers are successfully using the product or service they’ve purchased from the company.
• Is often the first port of call for customers and is available to answer any inbound questions.
• Give customer the onboarding, gather feedback and notifying them about the new features
• Driving higher NPS

Skills Required:

1 year of experience in Customer Success