Customer Success Executive

About Us -

Burgundy Brand Collective is one of India's fastest-growing specialty retail companies with stores in 9 cities. The company partners with best-in-class international luxury brands to offer Indians a window to the finest food and lifestyle themes from across the world. Our brand portfolio includes Royce’ Chocolate- a premium Japanese confectionery brand, Onitsuka Tiger - a leading Japanese fashion and lifestyle brand, Provenance Gifts – a marketplace for curated gourmet gifts, Papabubble – an artistic, youth-oriented global candy brand and Ligne Roset – a luxury French contemporary furniture brand. The plan is to aggressively (yet astutely) scale out a portfolio of international brands pan-India. 

Position – Customer Service Executive

As the Customer Service Executive, you will be responsible for managing and maintaining customer satisfaction. An outstanding customer service executive should possess a proven record of accomplishment of successful customer service and management skills. Along with the team, you will be responsible for ensuring that the customer experience delivers the brand values. 

Duties & Responsibilities 

• Educating customers by presenting and explaining retail products, answering queries, and helping customers make selections by building customer confidence and offering suggestions/opinions  
• Replenishing retail shelves as per store requirement  
• Managing store visual merchandising and managing customer billing and gift-wrapping 
• Maintaining the Daily/Weekly/Monthly inventory records and supporting the Store Manager in stock reconciliations  
• Maintaining a safe and healthy work environment  
• Following the cleaning and hygiene guidelines set by the store 

Candidate Qualifications & Skill Requirements 

• Candidate should ideally have 2- 3 years of experience in the similar profile
• Graduate in any stream. Hotel Management qualification/ course will be an added advantage
• Experience in a retail setting will be an added advantage as well as an experience in luxury retail or hospitality
• Good written and verbal communication skills
• Ability to work well under pressure
• Flexible and works well with a team
• Ability to multitask

Reporting Manager: Store Manager

• Selling Platform-as-a-Service/Infrastructure-as-a-Service (PaaS/IaaS) and working toward strategic business goals in the technology industry.
• Excellent communication, presentation, strategic and research skills with the ability to plan, present and execute strategy.
• Lead business strategy in generating and developing business growth opportunities.
• Working collaboratively with customers in order to maximize business results in the area and open up opportunities with enterprise customers.

3 - 5 Years of experience, in that min 2 years of experience with PHP MVC frameworks like

Laravel(preferred), CodeIgniter, etc.

Strong Experience in PHP and MySQL and their declarative query languages

Understanding the fully synchronous behaviour of PHP

Strong experience in JavaScript and good to have working knowledge on any JS frameworks like Angular (Preferred) React, Python etc. - Understanding of MVC design patterns

Good understanding of front-end technologies JavaScript, jQuery, Angular, HTML, and CSS3

Knowledge of object-oriented PHP programming

Understanding accessibility and security compliance

Strong knowledge of the common PHP or web server exploits and their solutions

Understanding fundamental design principles behind a scalable application

User authentication and authorization between multiple systems, servers, and environments

Integration of multiple data sources and databases into one system

Familiarity with limitations of PHP as a platform and its workarounds

Creating database schemas that represent and support business processes

Proficient understanding of code versioning tools, such as Git

Basic knowledge of AWS and Shell command

Job Responsibilities:

• Having a proactive customer support approach
• Testing product features as assigned
• Build & strengthen customer relationships
• Lead scoring and qualification
• Manage incoming chats, emails and handle appropriate follow-up calls and emails
• Address, resolve, and record any customer issues that arise pertaining to business growth, billing, and general account satisfaction
• Demonstrate the value of the platform to our customers every day by providing amazing customer support
• Maintain existing customer success metrics and data as directed

Job Requirements:

• Excellence at Googling stuff and spoken English
• Ability to meet deadlines and decent depth of thought process
• Capable of operating without much supervision while still producing results
• Not being camera shy and great presentation skills
• Motivation to pursue customer success as a career
• Understanding the basics of customer support such as treating customers with respect, empathy, and understanding
• Technical understanding and ability to troubleshoot and resolve technical problems

Note: The applicant should be comfortable with both the timings, Day Shift Timings as well as the US Shift Timings.Shifts will be rotational.

Brownie Points If - You are great at video presentation and love engaging with customers through videos

Requirements:

• Bachelor's or master’s degree in computer science or equivalent work experience.
• A solid understanding of the full web technology stack and experience in developing web applications
• Strong experience with React JS framework for building visually appealing interfaces and back end frameworks like Django
• Knowledge of multiple front-end languages and libraries (e.g. HTML/ CSS, JavaScript, XML, jQuery)
• Good knowledge of object-oriented programming and data structures in Python
• Experience with NoSQL databases, web server technologies, designing, and developing APIs.
• Strong knowledge and work experience in AWS cloud services
• Proficiency with Git, CI/CD pipelines.
• Knowledge in Agile/Scrum processes.
• Experience in Docker container usage.

Roles and responsibilities:

• Develop sophisticated web applications for drone control, data management, security, and data protection.
• Build scalable features using advanced framework concepts such as Microservices, Queues, Jobs, Events, Task Scheduling, etc.
• Integrate with Third-Party APIs/services
• Use theoretical knowledge and/or work experience to find innovative solutions to the problems at hand.
• Collaborate with team members to ideate solutions.
• Troubleshoot, debug, and upgrade existing software.
• Passionate to learn and adapt in a start-up environment.

Perks:

• Hands-on experience with state of the art facilities we use for robot development.
• Opportunity to work with industry experts and researchers in the field of AI, Computer Vision, and Machine Learning.
• Competitive salary.
• Stock options.
• Opportunity to be an early part of the team and grow with the startup.
• Freedom of working schedule.
• Opportunity to kickstart and lead your own projects.

• Smooth onboarding of fellows post recruitment
• Understanding the pre-existing technical and other skills as well as improvement needs in each area throughout training and deployment
• Weekly monitoring of progress as well as key strength and improvement area of each fellow
• Planning remediation in consultation with training head and trainers, weekly/ daily check ins and query resolution to sustain high level of motivation
• Monitoring and taking steps towards maintaining high performance standards post deployment
• Implementing upskilling learning and development initiatives based on individual fellow requirement and ensuring consistent appraisal and manager satisfaction
• Continuously monitoring and improving the Fellows’ performance during training and on-site, as well as analyzing client feedback, upskilling needs, retention and billability

Desired Candidate Profile

• Minimum 10+ years’ experience in managing technical talent in either talent management or technical manager roles
• Training experience desirable
• Awareness of job role skill and capability requirement for data engineer or similar technical job role
• Experience in performance management and employment relations
• Strong coaching and mentoring capabilities
• High data-driven and process oriented mindset
• Strong interpersonal and communication skills
• Excellent relationship building skills
• Ability to influence and persuade and manage difficult conversations
• High levels of confidentiality

Overall:4+Years

Educational: Any graduate

Minimum 4+Years of experience 

Minimum 2 years of experience in Angular 2+ versions

Hands-on experience of Angular v 8, Typescript , Javascript, Jquery

Good to have html, CSS, bootstrap