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AppItSimple Infotek is a leading software development company that specializes in providing innovative and customized software solutions to businesses of all sizes. With a team of experienced developers, designers and project managers, we help organizations to transform their ideas into successful digital products. Our focus is on delivering high-quality, scalable, and secure solutions that meet the unique needs of each client. Whether you're looking for a custom web application, mobile app, or cloud-based solution, AppItSimple Infotek is your partner for success.
URL : https://appitsimple.com/
Product : SoftwareSuggest : https://www.softwaresuggest.com/
SoftwareSuggest is a comprehensive software directory that helps businesses discover the right tools to achieve their goals. Our platform provides a vast collection of software solutions across various categories, including project management, marketing, customer service, and more.
With our expert reviews and user ratings, finding the right software has never been easier. Our goal is to simplify the software selection process by providing a one-stop-shop for businesses to find and compare software solutions, saving time and effort in the process.
Whether you're a small business or a large enterprise, SoftwareSuggest is your trusted guide to finding the software that's right for you.
Appitsimple prides itself on a flexible work environment that empowers employees to be key decision-makers to grow personally and professionally. The company strives to develop leaders through an active mentoring program and skill development initiatives. An inclusive workplace, Appitsimple encourages freedom, and independent thinking and aims to create thought leaders in the business ecosystem.
Roles & Responsibilities :
-Calling domestic customers who are looking for business-related software in different verticals.
-Gathering their requirements and giving them proper consultation about the software.
-Understanding prospect's requirements and qualifying the leads under correct categories.
-Dialing on all the leads received on categories that are assigned without fail.
Requirement :
-The candidate should be fluent in the English language.
-Should have at least 1 year of experience in the international or domestic calling process.
-Should have good communication skills.
Roles & Responsibilities:
- Responsible for the implementation and support for Safetrax tool for large corporates and fleet partners
- Act as single point contact for all client queries.
- Serve as a primary point-of-contact for Client satisfaction and act as the liaison between the clients, sales and other functional groups.
- Managing the entire show of Account Management and supporting clients.
- Owning the long term as well as the short-term growth strategy of the account(s).
- Participate in internal planning activities to develop schedules and align resources for projects and support activities.
- Showcasing a consulting mindset by acting as a solution provider rather than an order taker.
- Find opportunities to bring in automation/orchestration in order to enhance client service experience.
- Respond to queries from potential and existing customers, communicate Safetrax's value proposition and negotiate deals successfully.
- Understand client needs and address within defined TAT
Knowledge & Experience:
- Bachelor's degree and demonstrated prior Account/Service Management experience.
- Information Technology experience
- Strong written and oral communication skills.
- Strong Microsoft Office skills (Excel, PowerPoint )
- Strong aptitude for learning new technologies and processes and an understanding of how to apply these in a customer facing environment
- Understand technical risks and supportability parameters
- Strong decision-making skills.
- The ability to analyse, think innovatively, adapt and drive new best practices.
- The ability to farm the account through relationship management.
We are looking for a diligent, driven, passionate person for our efforts on engagement and
retention of our schools in a high growth environment. The Director of Customer Engagement
will be responsible for happiness and engagement of schools using the company's app.
The north star metrics for this role are logo and revenue retention.
Your responsibilities will include:
1. CSM Platform (Totango)
• Develop a deep understanding of Totango and build internal training modules
• Own the implementation, updation and maintenance of Totango
• Drive the adoption of Totango and train the School Success team on the same
2. Drive engagement of schools on the company's app
• Map out a school’s journey with the company's app and build, implement and constantly improve
upon engagement playbooks for these stages
• Develop % implement framework for School Success Managers to engage with their
schools
• Work with the content & design teams to generate resources for schools
• Identify at-risk schools and build playbooks to keep them engaged
• Identify mid- to highly engaged schools and build playbooks to increase their
engagement
• Conduct NPS/ surveys/ CSATS and analyse scores to identify gaps
• Build and implement playbooks for the adoption of new features
Is this someone that looks like you?
• Experience working with a CSM (Totango/ Smartkarrot/ Freshworks/ Planhat) is a big plus
• Strong operational experience and ability to build scalable, repeatable processes
• We deeply value building the right culture at the company, and these are a few things that we look
for in each hire - Coach-ability, Curiosity, Ownership, Hustle and Humility
• Excellent written and oral communication skills
• Location: Bangalore, India (until office resumes it’s remote)
Excited about the role?
Here are some more benefits:
1. Exposure to diverse learning opportunities
• Work across different projects & teams to develop skills outside of your core expertise
• Access to a small budget towards learning (e.g. books, online courses, substacks)
2. Industry best leave policy
We trust you fully on your commitment to our mission and your judgement on planning
your time and taking leaves:
• No cap on the number of sick or casual leaves
• Special paid leaves for childbirth, wedding etc.
• And if in any circumstance you feel burnt out - there is a little something for this too!
3. Flexible working hours
• Block “no-meeting hours” to enable uninterrupted focused work
• Saturdays are flexible non-working days - dedicate these as you like
4. No bell curve performance evaluations
5. And yes, a super fun and smart group of folks to collaborate and grow with.
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.
About us
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 https://2018.exotel.com/">here.
About the Role
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.
What we are looking for?
- 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.
Why should you join us?
- 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
What will you do?
- 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)
Malayalam and Hindi-speaking Customer support executives
Good in English communication
freshers also welcome
Outbound call center exp preferred
work location - Chennai - In-office work
- Communicating with customers through various channels (email/chat)
- Take ownership of the tickets and resolve the inquiry to customer’s expectations to deepen the relationship and achieve highest level of customer satisfaction
- Deliver extraordinary service by responding to questions concerning signups, bank and card interest rates, managing disputes and others
- Keeping records of customer interactions, transactions, comments, and complaints.
- Build rapport quickly with customers/clients and put them at ease
- Proven high initiative and energy level with good influencing, decision-making and collaboration skills
- Deliver on Customer Service Metrics as Per Goals ( Customer Satisfaction, Value Generation, Query Resolution, Call Handling Time, Quality etc.)
- Keeping yourself updated on company products to effectively manage customer queries.
- Smart Graduates with excellent communication skills
- 1 year to 3 years of experience working in customer support roles
- Demonstrated ability to handle highly complex and manual queries, excel knowledge
- Candidate with Corporate Card/Credit Card Servicing knowledge is preferred
- Empathetic, organised, problem solver
- Open to work in shifts (rotational day and night shifts).
- This is full-time, work from an office opportunity based out of Bangalore.
- No Cab facility will be provided but shift allowance will be provided.
- Reporting to the Customer Experience Manager
- Work from office: the role will be based in Bark’s offices in Bangalore
- The package will be a good base salary with excellent commission on top
- He/she will be responsible for the following aspects of customer success, including:
- Front-line B2B support for inbound calls & mails (ratio 80:20))
- Successful onboarding of professionals to buy their first pack, soft sales for elite/up-gradation
- Build sustainable relationships and trust with customer accounts through open and interactive communication
Requirements
- Well versed in English and Telugu (oral and written communication)
- Experience in sales or customer support domain will be appreciated
- Fresh graduate or less than 2 years of experience
- A go-getter attitude to get things done efficiently and resolve user queries in a single contact
- Excellent communication style and ability to stay calm under pressure
Desirable
- Knowledge of any CRM tools/customer success platforms and how they work (Zendesk is preferred)
- Comfortable to work for 40 hours/ week on a roster basis
- Knowledge of other languages will be an advantage