Customer Success Executive

Company Description

Connect and Heal - CNH Care is a healthcare organization based in Bengaluru that provides holistic outcome-focused, patient-centric care. The company serves as the first point of contact for the healthcare needs of employees and their families through virtual and in-person care. With a subscriber base of over 6 million lives, Connect and Heal aims to provide a care continuum by offering integrated healthcare services, including acute and primary care, emergency response, chronic care management, preventive health checks, diagnostics, and hospital assistance.

Role Description

This is a full-time on-site role for a Customer Care Executive at Connect and Heal - CNH Care. The Customer Care Executive will be responsible for providing customer support, ensuring customer satisfaction, delivering exceptional customer service, and effective communication. They will also be responsible for sales-related tasks to promote the company's services.

Responsibilities:

• Handling customer queries via any support channel
• Approach all queries with customer centric attitude
• Offering exceptional customer service and satisfaction
• Help build and improve processes
• Adhere to set standards of TAT and SLA
• Demonstrates customer empathy during all interactions with customers.

Candidate requirements:

• 1 to 5 years’ experience in a customer support role
• Can handle verbal and non-verbal process (chat, email, phone)
• Excellent interpersonal skills
• Excellent written and oral communication skills in English and Hindi
• A quick learner
• Ability to make high quality decisions & Multi task.

Language Proficiency: English (Fully proficient), Hindi (working proficiency), Marathi & Telegu( limited working proficiency), Tamil & Kannada ( Elementary proficiency) 

CTC offered: 3.5 - 3.75 LPA

Location: Bangalore, HSR Layout

Operation Support Executive

Company Name: Sawara Solutions Pvt Ltd. (Promilo)

Experience: 1 to 2 yrs.

Location: Bangalore

Mode: Full Time / Work from office

Salary: As Per the Company Standard

About us:

Promilo is India’s 1st innovative platform which “Pay to Browse”

It is a B2B SaaS start-up that enables to accelerate of the business appointment funnel of the

Companies. We’re a SaaS-based advertising platform that connects both users & advertisers. Users will be able to book an online appointment based on their interests with the advertiser, without compromising their data privacy and get rewarded for sharing their data and time. We’re registered and recognized by Start-up India, Start-up Karnataka & MSME companies. Also, the top 100 Google App-Scale Academy start-ups.

Job Description:

The Operations Support Executive will be responsible for providing exceptional customer service and resolving customer queries related to the business portal's features and services. The role also involves building a high-trust value proposition with clients and influencing them to leverage the product in the best possible manner. The successful candidate will possess excellent communication skills, a strong customer focus, and the ability to work in a fast-paced environment.

Key Responsibilities:

• Interact with corporate customers on calls/emails, handling already acquired corporate customers with post-sales hand-holding and deliverables.
• Create a high trust value proposition and make clients understand various service offerings and the functionalities of the Promilo website.
• Solve queries related to optimum usage of opted services with quality inputs and provide a resolution within the defined TAT.
• Proper coordination with the Graphic designer team and the sales team.
• Build and maintain strong, long-lasting client relationships.
• Ensure the timely and successful delivery of solutions according to customer needs and objectives.
• Develop new business with existing clients and/or identify areas of improvement to meet sales quotas.
• Collaborate with the sales team to identify and grow opportunities within the territory.
• Assist with challenging client requests or issue escalations as needed.
• Approve existing campaigns, Create campaigns, and prolet.
• Develop and deliver reports for every client.
• Submit a report and coordinate with the marketing team to help increase the deliverable for every client as per the requirement

Requirements:

• Bachelor's degree in Business Administration, Marketing, or a related field
• At least 1-3 years of experience in a similar role, preferably in the EdTech, IT services field
• Strong communication and interpersonal skills with the ability to interact with corporate customers
• Excellent negotiation and contract-closing skills
• Ability to build and maintain strong, long-lasting client relationships
• Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization
• Proven ability to manage multiple projects at a time while paying strict attention to detail
• Experience with CRMs and reporting tools
• Strong analytical and problem-solving skills
• Ability to work independently and as part of the team.

What you need to have:

• Driving and overseeing a team of Customer Service Associate's via outsourced partners to ensure they are providing an exceptional customer experience
• Mastermind creative ways to deliver an exceptional customer experience
• Developing and overseeing the implementation of customer service protocols
• Resolving complex customer problems or disputes in a professional manner
• Coaching and supporting team members to help them meet departmental goals
• Maintaining and documenting records of customer interactions for training purposes
• Preparing monthly and quarterly departmental reports to determine whether KPIs are being met and adopting methods for improvement wherever necessary

What you need to have:

• Graduation degree or equivalent would be mandatory, BE/BTech/Post Graduation degree would be desirable.
• 5+ years prior experience in customer-facing roles
• Proven experience in a leadership role is required
• Excellent communication skills and the ability to anticipate the needs of customers
• Must demonstrate strong analytical thinking skills
• Should possess strong problem-solving skills and the ability to make sound judgement calls 
• Superior organizational and time management skills 
• Innovative, creative thinking skills to ensure the organization is providing a cutting-edge customer experience
• Expertise in MS Excel, Word and PowerPoint 
• Customer Handling Experience in Fintech Setup Mandatory       

What you need to have:

We are looking for an enthusiastic Customer Support Executive who possesses a strong drive for results. The ideal candidate should showcase the following skills - 

• Fluent communication skills in English and Hindi
• Proven customer support experience of 1-3 years
• Engaging with customers and earning their trust
• Building sustainable relationships with customers
• Patient, empathetic, self-motivated
• Experience with CRM and tool handling
• Bachelor's degree, preferably in Computer/IT Engineering
• Prior experience in Ed-tech platform is mandatory

Following are the day-to-day roles and responsibilities - 

• Making outbound calls to registered users, interacting with them, providing necessary information, and resolving any queries
• Taking inbound calls from customers to resolve any queries or complaints
• Accurately explaining all details of courses offered to parents and students
• Ensuring a smooth journey for customers, from registering to completing a demo session
• Ensuring maximum customer satisfaction
• Having inside-out knowledge of our product and course offerings
• Explaining technical subjects to customers with a non-technical background