Customer Success Manager

About the job -

We are looking for an Order fulfillment & Support Specialist, where you will ensure smooth and efficient transactions for our buyers and sellers. You will assist users throughout the process, from initial queries to order delivery, resolving disputes, and facilitating payment releases. With a focus on logistics, you will coordinate with shipping partners, track shipments, and provide regular updates to buyers and sellers. You will also be responsible for providing regular updates to buyers and sellers, addressing their queries, and maintaining accurate records of all transaction-related activities.

Your typical day at Anar -

1. Serve as the primary point of contact for buyers and suppliers, ensuring smooth deals.

2. Assist users with their queries and concerns, ensuring their satisfaction and resolving disputes.

3. Take charge of logistics, coordinating shipments and tracking progress for timely delivery.

4. Communicate proactively to keep buyers and sellers in the loop with regular updates, addressing their questions and concerns.

5. Develop a strong understanding of the product and business to enhance the customer experience.

6. Follow up with customers to ensure satisfaction.

7. Maintain accurate records of all transactions, interactions, and important information.

Need to Succeed! -

1. Proficiency in Google documents, Google sheets and Google meet

2. Intermediate or more in Hindi and English

3. Drive to meet daily deal targets

4. A working laptop

5. Preference to candidates with 6 to 36 months of experience talking to people and addressing their queries

Take the next step in your career with us and be part of an exciting journey!

Contract Period: 6–12 months

Job Summary:

We are seeking a highly skilled and experienced Customer Success Manager to build and lead our team of agents based in India. The Customer Success Manager will be responsible for building a high-performing team to ensure that our customers receive high-quality support for Monarch products over chat and phone. The primary goal of this role is to ensure high customer satisfaction and timely resolution of issues, while also empowering our customers to self-service their issues first.

Responsibilities:

• Staff and properly resource a 24/7 support organization that is available globally to meet Monarch customer needs.
• Set performance goals for the team and ensure that they are met or exceeded.
• Define and implement a scalable support model to accommodate growth and changing customer needs.
• Develop and maintain customer service procedures, policies, and standards to ensure consistency and quality of service.
• Continuously improve the support process, tools, and resources to ensure efficiency and effectiveness.
• Own the Key Performance Indicators (KPIs) for customer support and regularly report on performance against these metrics.
• Empower customers to self-service resolve their issues by providing them with the necessary resources and guidance.
• Train and coach agents on effective communication and problem-solving techniques to improve their performance.
• Build and maintain strong relationships with customers to ensure loyalty and retention.
• Collaborate with cross-functional teams, including Engineering, Product Management, Service, Delivery Operations, Manufacturing, and 3rd Party Dealers, to identify and resolve customer issues.
• Manage and maintain a positive and supportive team culture, encouraging collaboration and accountability.

Qualifications:

• Bachelor's degree in business, management, or a related field.
• Minimum of 5 years of experience in customer support or related fields.
• Experience building and managing a team of agents in a fast-paced environment.
• Excellent communication and interpersonal skills.
• Strong analytical skills with the ability to analyze data, identify trends, and develop insights.
• Proficient in using customer support tools such as Zendesk, Freshdesk, or similar.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Knowledge of Agriculture Products and Farming is a plus.
• Knowledge of the Monarch product line or similar technical field is a plus.
• Flexibility to work in different time zones.

Greetings from zealous services!!

We have Immediate requirements for Fresher in BPO Semi Voice Process @ Chennai

Interview Scheduled:

• Walk-in: Monday to Friday (10 AM to 4 PM)

Job Description:

• Designation: Customer Support Executive
• Process: International US Non-Voice Process (Semi Voice)
• Shift Timings: Night Shift (7.30 Pm To 5.30 Am)
• Salary : 8500 + Incentives upto 3000 (based on your performance) + Food & Refreshment 
• Working Days: 5 Days working (Sat,Sun Fixed off)
• Qualification: Any Graduates (Arts & Science, Engineering) / Diploma / ITI / Distance / Drop out (2017 to 2021 passed out only). Up to 3 backlogs can apply.
• Age: Between 18 to 26 years
• Work Location: Nungambakkam, Chennai.
• Requirement: Immediate

Do mention "PRAVALIKA(HR)" on the right top of your resume as your reference.

Note: Interested candidates can "Walk-in" directly to our office premises with your updated resume and copy of aadhar card.

Documents Mandatory:

1. Carry Updated resume and aadhar xerox.
2. All your original educational documents for verification purposes.

Venue Details:

Zealous Services

No.17/7, 'B' Block Ground Floor NRCS Towers,

Kodambakkam High Road, Nungambakkam.

Chennai - 600034

Landmark: Near Hotel Palm Grove, Opp to Domino's.

### Refer to your Friends too!!! Spot Offer!!! Grab the opportunity Don't miss it !!! ####

• 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

• 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

• Enhance Customer satisfaction
• Drive Product engagement and help the customers succeed
• Liasoning with Veris clients on daily operations 
• Onboard new customers/clients.
• Building and maintaining relationships with Veris customers across the globe. 
• Working with management on operations strategy and streamlining 
• Schedule and complete quarterly/annual business reviews.
• Client MIS reporting and analytics 
• Working closely with the operations team to ensure strict adherence of service deliverables. 
• Client problem troubleshooting 
• Internal management reporting 

We are looking for: 

• Energetic, motivated, and driven 
• “Get it done” attitude `
• Ability to lead and manage teams
• Clarity of thought & good problem-solving capabilities
• Education is no bar, but a good one always helps 
• Good with computers and technology
• Excellent verbal & written communication skills 

Screen-Magic is publisher of #1 business texting application on Salesforce & Zoho platforms. We are revered for our great customer support. Current high quality customer support is helping us growing well and to retain our leadership position in the market. With growing business, We have decided to expand our Customer support team. We are looking for a Customer support manager who can lead, manage and scale our support team, with goals of high performing customer support team.

Skills:

• Very good communication skills
• Experience of managing customer support team of atleast 10 members for international customers.
• Good Customer facing skills
• Good experience of managing teams
• Good technology background required for understanding complex technology issues.

Responsibilities:

• Setup, Manage customer support team, Setup KRA, SLAs using fresh desk like customer support tools.
• Keep your team motivated.
• Keep tab on all issues which are reported by various sources
• Keep in touch with Product team for new releases and training teams according to their responsibility
• Check quality of customer support tasks and plan the trainings & reinforcement sessions for improving in general customer support quality
• Report to management about customer success reports
• Invent/discover new channels and method to improve customer success
• Manage  budgets of Customer support team requirements
• Take care of hiring and retaining customer support teams
• Do upkeep of tools used for Customer success such as fresh desk, chat etc.

Information Security Responsibilities:
You are responsible for protecting the information resources to which they have access. Your responsibilities cover both computerised and non-computerised information and information technology devices (paper, reports, books,  recordings, computers, removable storage media, printers, phones, fax machines, etc.) that they use or possess.  You Must follow the information security practices set by the ISO, as well as any additional departmental or other applicable information security practices.You are expected to adhere to all Screen-Magic policies and exercise good judgement in the protection of information resources. 

SHIFT : US Shift