Customer Support Executive

We are a team of Product Management and FinTech honchos & alumni of distinguished institutions (IIT/IIM/ICAI) and we are building something at the cutting edge of HR & FinTech Universe (Embedded Finance is the word)! We have most recently raised Series A funding from IndiaMart and BeeNext and looking to expand our team. We are building something that is unique, real, and Impactful. If you carry a similar passion, we'd love to hear from you!

Responsibilities:

• Act as a Techno-Functional Consultant and maximize adoption of our company.
• Assist & train Customers to implement their process and help them to resolve their support queries.
• Increase overall retention and do in-depth analysis to create up-sell/cross-sell opportunities.
• Eliminate risks proactively and share product feedback and experience with the Product team.
• Showcase newly released features and maximize consumption, share a road-map with customers and gather their feedback to improvise the product.
• Delivering and communicating ROI for our clients, throughout the customer lifecycle.
• Being the trusted partner for the customer on the use-case and product functionality.
• Customer onboarding, training, and support.
• Making customers aware of resources such as knowledgebase articles, tutorials, how-to videos, and webinars.
• Gathering customer feedback and sharing it internally to improve the product and/or establish better Customer Support practices.
• Analyzing customer data and helping them discover aspects of the product that are most beneficial to them.
• Carrying out periodic health checks to avoid churn.
• Firefighting during account escalations.
• Account management and renewals.
• Keeping customers updated on changes to the product they're using, new features, and new products they might find useful.
• Encouraging customer advocacy through internal NPS surveys, external reviews, case studies, testimonials, and referrals.
• Upselling and cross-selling through review of customers' progress.

Requirements:

• Post Graduation (MBA).
• Experience of a growing company with a focus on personal growth.

Customer Support Executive Responsibilities:

• Overseeing the customer service process.
• Resolving customer complaints brought to your attention.
• Possessing excellent product knowledge to enhance customer support.
• Maintaining a pleasant working environment for your team.

Customer Support Executive Requirements:

• Excellent interpersonal and written and oral communication skills.
• Excellent computer skills.
• Knowledge of mediation and conflict resolution techniques is preferable.
• Fluent in English
• Office Work Location: Malad (East) Mumbai, Maharastra.

▪ Acting as relationship manager for the Paid customers of NoBroker.

▪ Building sustainable relationships and trust with customer accounts through open and interactive

communication.

▪ Identifying and assessing customers’ needs.

▪ Servicing customer in finding the right tenant /house as per the requirement of customer.

▪ Dialing outbound and attending inbound calls from customers and leads.

▪ Using internal tools and methods to provide best possible service to the customer.

▪ Negotiating with leads on behalf of customers.

▪ Keeping customers up-to date on the progress of his account.

▪ Following communication procedures, guidelines, and policies.

▪ Going the extra mile to provide excellent customer service.

We are looking for a Business Development Executive. With good sales experience.

Roles & Responsibilities:-
1. Responsible for making outbound calls and understanding the needs of the market.
2. Build a strong relationship / trust with our users.
3. Understand the customer requirements and suggesting the right product to the customers.
4. Sell membership over the phone and achieve the targeted sales numbers & value, set quality parameters.
5. Understand the customer requirements, encourage them to upgrade our plans.
6. Address all the issues / grievances of the customer and provide the right solution.
7. Capture the insights from customer interactions and share it with the internal team.
8. Strictly adhere to the process requirements.

Required Candidate profile:-

1. Language skills - English / Hindi.
2. Product Knowledge.
3. Minimum of 6 Months - 2 years' experience in Tele sales / Tele calling / Telemarketing / Collections / Retention / Domestic BPO.
4. Great interpersonal and communication skills.
5. High levels of integrity, autonomy, and self-motivation
6. Basic computer skills - MS Excel, Word.

• Candidate: Female preferable. Hindi and English language Mandatory

• Track & effectively address queries with timeliness and accuracy.
• Answer incoming queries over phone and emails

• Resolve any customer complaints in a prompt and professional manner.
• Collaborate to ensure customer satisfaction.

• Should be able to work, manage & maintain the CRM software.
• Coordinate with internal managers for updating data
• Maintain complete and accurate customer correspondence data.