Customer Success Team Lead | US Shift | Salesforce

Responsibilities

• Manage incoming calls, chat and emails from customers in a prompt and swift manner

• Identify & assess customer’s needs, clarify information and provide solutions and alternatives wherever applicable

• Manage and resolve customer complaints, escalate to concerned authority when necessary

• Build sustainable relationships and trust with customers through open and interactive communication

• Provide accurate & complete information to improve customer satisfaction leading to noticeable results

• Maintain records of every interaction and forward to concerned team member whenever necessary

Who can apply:

• Graduate from any stream
• 2+ years experience in a customer support role

• Strong Track record of performance 

• Strong listening , written and verbal communication skills

• Customer focus and adaptability to different personality types

• Ability to multitask, set priorities and manage time effectively

• Must be fluent in English, proficiency in other languages is an advantage.

• Familiarity with working Freshdesk/Zendesk/Zoho Desk is desirable 

Abmiro Solutions is currently seeking a friendly and highly skilled Customer Success Executive to provide enterprise-level support to our vast international customer base. He/She must be able to provide support via phone, web, email, chat, and other channels as needed.

Excellence in customer service skills is a must. We are looking for a self-motivated person who is willing to take ownership of customer issues, complaints and queries reported and see those problems through to resolution.

If you love to explore CRM platforms and wish to have regular interaction and dialog with our customers across the globe, we are looking for you!

We are having our best year yet here in 2020 and looking for talented people who want to make a real difference.

Position: Customer Success Executive

Education: Graduate

Experience: 0 to 3 Years

Work timing: UK shift - 3:30 pm IST to 1:30 am IST

Responsibilities and Duties:

1. Manage inbound calls, chats, ticketing system and emails.
2. Taking ownership of tickets, acknowledging them for confirmation to the customer.
3. Guide Customers with technical or non-technical problems
4. Strong computer skills needed to research, diagnose, troubleshoot, and identify solutions to customer issues
5. Exceptional customer service skills and excellent communication skills to provide prompt and accurate feedback to customers
6. Good written communication skills to ensure proper recording of all customer interactions and closure of all presented issues
7. Commitment to documenting knowledge in the form of knowledge base tech notes and articles
8. Act as a liaison between the delivery team, customers and vendors.
9. Proactively work on building process improvements to enhance customer experience.

Technical Knowledge and Skills:

1. BE degree in Information Technology, Computer Science, BCA, BCS or similar
2. Work experience in technical support, IT support, or as a technical engineer is a plus
3. Aptitude for problem-solving
4. Excellent client-facing/customer service skills
5. Excellent written and verbal communication skills
6. Ability to focus and follow-through to the resolution of issues
7. Ability to diffuse tension and work the issue at hand

1. Basic knowledge of MySQL, Shell Scripts, etc is a plus

What We Provide -

• Be part of a dynamic young and friendly team that strives for top quality and fantastic work culture
• Hell lot of stuff to innovate and learn at the same time
• Opportunities and guidance to learn new technologies, share knowledge and grow within the company and sector. 

Location: Pune (Remote until lockdown)

PS: We're a small team, and your impact is going to be huge! 

• Manage large amounts of incoming calls.
• Refer unresolved customer grievances or special requests to designated departments for further investigation.
• Follow up to ensure that appropriate actions were taken on customers' requests.
• Maintaining a healthy relationship with the existing vendors and generating new leads for vendor onboarding.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions, that were taken. Process orders, forms, and applications.
• 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.

• Improving business processes across customer service and operations functions
• Working in partnership with business stakeholders providing process excellence expertise to identify and shape opportunities that drive improved customer experience
• Working closely with business to embed continuous improvement as a culture and support the delivery of outcomes in conjunction with project implementation stakeholders
• Increasing process transparency to identify process optimization opportunities with lean/Six sigma methodologies and tools
• Being a voice for our customer experience team by identifying escalatory queries, operational inefficiency, providing customer insights and collaborating with cross-functional teams to provide solutions for those customers
• Collaborating with other departments to resolve complicated issues and issues which require special attention
• Analysing customer care / operations team data and statistics to obtain results useful in taking key business decisions
• Contributing to the development of industry-leading processes and best practices for delivering customer excellence

Desired Candidate Profile

• MBA/ PGDM from Tier 1 college
• Certifications in Six Sigma/ PMP/ ITIL will be an added advantage
• Focus on quality and excellent problem solving and conflict resolution skills
• Knowledge in OKR, Agile Tools: Jira, CRM (Zoho, OneDirect etc.), Power BI
• Exceptional communication and presentation skills
• Minimum 5 years of experience in Process/ Business Excellence and process automation across BFSI/ Fintech domain
• Experience in streamlining and automation of inbound and outbound communication channels
• Experience in leading a process excellence function with a team of passionate individuals to deliver measurable results    

Support at Exotel is different. The goal is not just to deliver help to our customers, but to deliver happiness. It's not the same questions over and over again, and often involves researching/understanding the business side of how companies use our platform to build their communication applications and help accordingly.

Providing time-sensitive help to meet the customer’s needs during each interaction is of utmost importance.

Exotel is one of Southeast Asia’s largest cloud telephony companies. Our aim is to change the way enterprises look at customer communication. We build the best in class communication products that power the companies of today and tomorrow. Our technology enables customer communication for our clients such as Uber, Ola, Go-Jek, Redbus, Flipkart, Quikr, Practo,Lazada, Redmart, to name a few.

We are a young company with humble beginnings in 2011 that grew  from a 3 member team to 150+ employees in 2018. Our technology has connected 85 million people, powered 1.2 billion customer calls, powered 3.2 billion voice API calls, 3.2 billion business SMS powered. Read our 2018 growth story here.

Customer Happiness is one of our key differentiators. In this role you will be the customer champion for Exotel, thrive to create great customer experience while responding to customer inquiries, resolving their queries and ensure all the agreed SLA’s are met consistently. In this role, you will be working with internal and external stakeholders with high level of ownership on your deliverables with customer first approach.

• You're empathetic to customers and can easily put yourself in their shoes. You listen and understand well. You’re smart and know that not everyone comes with the same skill sets and help people whether they are technically inclined or not. Your job is to make the customer feel empowered and happy after each interaction.
• You love solving problems and have the ability to provide solutions to technical problems that customers face. You never give up when you don't know the answer right away.
• You have dual qualities of time management, patience and ability to speak to customers with confidence and conviction.
• You write well. You know exactly what word or punctuation to use based on the context.
• As we are an API driven company, you either know how applications are built using APIs or have a keen interest to learn.

• You want to be an enabler for business success with an appetite for steep learning.
• You enjoy mentoring and coaching teams, take pride in teams success.
• You enjoy solving problems and thrive for excellence

• You’ll be our Product Champ in all areas. Providing solutions to different problems of clients by taking help of different internal tools, coordinating with Tech Support (this is one team with whom you’ll be working the most), Network operations, Customer Success, Product and Finance teams.
• You'll work one-on-one with customers, helping them to get the most out of Exotel. You might wing unplanned Skype calls and live screen-shares apart from answering phone calls and responding to emails.
• Ensure that all the related notes/ call comments are properly documented and suitable information is provided to clients.
• Maintain our https://support.exotel.in/support/home" target="_blank">knowledge base site. Write, edit and help create content whenever necessary.
• We work 24*7, considering we now are expanding geographically. We expect you to be comfortable working in rotational shifts (you’ll be working from home during nights and over weekends, though)