Customer Success Agents

3+ years of experience of Workday HCM configuration experience, across 2+ Workday modules (deployment experience

Key responsibilities

• Support with design/requirements workshops
• Lead on design/requirements workshops for smaller pieces of work (below 300 hours)
• Confident in configuring workday with the ability to reference Workday Community for clarity
• Ability to create effort estimates based on requirements
• Excellent problem solver
• Wants to master additional modules of Workday
• Support and mentor junior resource based in Portugal/UK
• Achieve a high level of utilisation
• Be consultative in their customer approach

• Assisting and coordinating with operations team
• supporting administrative staff
• conducting marketing research
• documentation and reporting to the operations department
• preparing reports on competitor product analysis
• ensuring if everything is working in a perfect manner
• using technology to keep the company updated behind the curtains
• Should be responsible for efficient dealing of complaints to completion and enabling satisfaction of customer.
• Responsible for rendering useful administrative support to other members of the customer care team.
• Responsible for documenting all calls with regards to participant inquires accurately using Call Tracking System.
• Responsible for monitoring Call tracking for responses from administrative team so call returns are done in a timely fashion.
• Responsibility is to Follow-up with participants within a 24-hour period in regards to the initial phone call even if it is to just touch base and let participant know inquiry is still be researched.
• Responsibility is to answer participant questions, as well as question participants to obtain full understanding of what information is being requested.

A customer service specialist will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. Our target customers are digital creators in different industries (influencers, gamers, youtubers, bloggers, etc.)

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities

• Manage large amounts of incoming phone calls and do outgoing 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 
• 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

Any preference of Industry: Prior startup experience preferred.

Minimum Academic Qualifications: None

Working Hours: Flexible

Perks: You get to work directly with the Founders on a completely revolutionary idea and most likely end up defining the course of history.

If getting known for your talent, skills & work ethic is what drives you, we make sure that that happens

• Excellent verbal & written communication skills
• Manage Voice/Non voice Process- Payment, Refunds etc.
• Ensures metrics, monitor process, provide regular coaching & mentoring to team
• Knowledge of payments and fintech
• Respond to requests through emails or chats for information in a timely, professional and positive manner to develop strong customer relations.
• Suggest ways to improve the process based on continued interactions with customers.
• Providing information about a product or service.
• Update our internal databases with information about technical issues and useful discussions with customers.
• Monitor customer complaints on social media and reach out to provide assistance.
• Inform customers about new features and functionalities.
• Follow up with customers to ensure their technical issues are resolved.
• Manage and take ownership of the resolution process for all customer related issues.

In this role you will be responsible for training and on-boarding new customers and managing customer relationships through their entire life cycle. We are looking for superior communication skills, people’s person and a positive attitude.

• Provide support and ad-hoc training to customers who use IndiaBiz platform, replying to inbound queries
• Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades
• Aid the development and improvement of the product by gathering feedback to identify recurring issues and addressing these with the product manager
• Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention
• Attend and present IndiaBiz at relevant meet-ups, conferences/exhibitions time to time
• Thorough knowledge of (or eagerness to learn about) IndiaBiz platform and services (investment banking related)

• Managing clients by working closely with them and understanding their business needs and challenges
• On-boarding new clients and also developing and maintaining healthy and professional relationships with current clients
• Maintaining high levels of customer engagement and customer satisfaction in turn leading to continued business from key accounts
• Educating and promoting the company’s services to the clients
• Acting as the point-of-contact for the clients and also mediating between the clients and the company
• Handling and solving escalations from clients, as and when received and making sure the client account is retained
• Renewing subscriptions on a timely-basis
• Compiling and presenting reports to the business by maintaining and managing relevant data
• Managing a team of customer success executives and leading them towards achieving the business goals
• Partnering and working closely with internal teams to meet the business needs of the customers

What you need to have:

• Graduation is a must
• Relevant experience in customer success management and also experienced in handling a team
• B2B SaaS background
• Willingness to work 6-days a week
• Excellent communication and presentation skills
• An analytical mindset and also go-getter attitude
• Expertise in MS Suite
• Min experience of 2 years

• Deliver best in class customer service, while responding to Customer inquiries and concerns
• Work closely with our customers as well as other members of the Customer Support team.
• Have a consultative approach for customer query resolution, provide first contact resolution, understand and identify customers’ current and future needs and accordingly suggest gaps and changes
• Communicate with multiple stakeholders (both internal and external) to ensure flawless execution of this support.
• Responsible for maintaining superb verbal and written communication and handling a variety of tasks and projects at once.
• Execute daily customer support operations, including responding to customer queries and following up on reported issues with internal teams
• Communicate with stakeholders via call, Real-Time Online Chat, Web Tickets and Email
• Replicate reported customer issues and provide details for the escalation
• Work closely with the team, motivating and coaching them