Customer Support Executive

BhaiFi is seeking a Female Customer Success Associate who will focus on establishing and maintaining positive client relationships from an operational and strategic perspective. The person will utilize client relationship management skills to maintain and renew existing contracts, as well as to obtain additional revenue within the assigned account workload.

Responsibilities and Duties

• Provide world-class client support by working with clients to establish critical goals.
• Take ownership of the customer’s operational needs and steward throughout the organization as required.
• Analyze customer data to improve customer experience.
• Hold product demonstrations for customers.
• Responsible for customer onboarding processes.
• Evaluate and improve tutorials and other communication infrastructure.
• Mediate between clients and the organization.
• Handle and resolve customer requests and complaints.
• Minimize customer churn.
• Continuously seek opportunities to increase customer satisfaction and deepen client relationships, revenue, profitability, and loyalty
• Ensure CSATs and NPS scores are maintained Assisting Sales Team
• Highly organized and able to multi-task.
• Self-driven and proactive nature.
• Excellent communication and interpersonal skills.
• Patient and active listener.
• Passion for service.

Qualifications and Skills

• High computer literacy and ability to learn new software.
• Knowledge of Technology and Software Solutions.
• Bachelor’s degree or equivalent education in Computer Engineering preferred.
• Job experience of 6 months to 2 years would be preferred.
• People from the Gurgaon location would be preferred.

Job Title: Senior Customer Success Manager

Location: Gurgaon

Job Description :

A Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

Duties and Responsibilities :

1. Understanding the customer's needs to help them exploit the Product Better.
2. Onboarding and execution of Client
3. Establish Customer Support Practices
4. Upselling
5. Maintaining Client Delight
6. Assisting in Technical and Product Support
7. Supervise Employees
8. Taking Initiatives

Skills :

1. Good interpersonal skills
2. Good emotional intelligence
3. Proactive and willing to improve on processes
4. Strong leaders
5. Highly organized
6. Shave experience in directing others
7. Strong communicator both orally and in writing
8. Hardworking
9. Flexible

Core Technical skills :

1. Proficient in Microsoft Office Suite specifically Excel and PowerPoint
2. Knowledge of customer service practices
3. Technical aptitude and ability to learn software programs
4. Bachelor's/pg degree in Engineering from a reputed college
5. Minimum 2 years of experience in Customer Success Management

Icing on the Cake Skills :

1. Knowledge of technologies such as IT networking, internet technologies, web servers, and XML
2. Experience with Customer Relationship Management (CRM) software such as Salesforce, Totango, etc.

About FieldAssist :

Founded in 2014, FieldAssist is a new-age SaaS company with its headquarters in Gurgaon and an employee strength of 75+. Over the past 6 years, we have helped FMCG industries in digitizing their sales and distribution processes. We are creating a paradigm shift in the way field sales work with our all-in-one salesforce automation application. We have a trusted clientele of 350+ brands across India including Bisleri, Jockey, Everest Spices & Tata Salt.

We imbibe the culture of integrity, trust, empathy, collaboration, and freedom to take risks. If growth and innovation are on your mind, FA is the right place for you.

Get to know more about us at https://www.fieldassist.in/" target="_blank">https://www.fieldassist.in/

GaragePlug, a SaaS Startup based out of Banglore, is an After-Sales Automotive Workshop Management Platform founded in 2017 by Automobile Industry experts. GaragePlug is presently trusted by hundreds of brands across 25+ countries and continues to expand across the world! We are now ready to take a long jump in 2022. To make this happen, We're looking for dynamic Customer Success/Support people to assist in various stages of the customer life cycle such as Onboarding, User Training, Support, Adoption, etc.

What Makes You The Right Fit :

• Engineering Degree
• 0-2 years experience in customer support or success roles.
• Ability to communicate with customers by email, chat, and phone.
• Excellent interpersonal, verbal, and written communication skills with the ability to take initiative and build strong relationships.
• Customer-focused attitude.
• Willingness to work in a Startup.

Your Primary Responsibilities :

• You will be the first point of contact for customers via email & chat primarily, over the phone if it is required.
• Onboard new customers and help them digitalise their workflows in our software.
• Conducting training sessions for Users to ensure the right understanding of the Product.
• Keeping a track of the Product adoption.
• Maintain a profitable relationship with the clients.
• Play a key role in sharing the voice of users with the rest of the team.
• Work with the product team to resolve issues, bugs, and feature requests reported by customers and to ensure that they are delivered and conveyed to customers.
• Work closely with the Quality Assurance team.
• Identify and report bugs & customer requests using JIRA.

• Owner of the Self-Help knowledgebase of GaragePlug.
  
  

  Performance Parameters

• Renewals

• Upsell, Revenue generation
• Prevention of Churn
• Maintain NPS Score
• Support Response Time

Perks for you

• Work in fast globally growing Start Up
• Work with industry experts
• Opportunity for international travel

Location : Bangalore/Remote

Apply through this link
 https://garageplug.freshteam.com/jobs/meTfdnSowtqy/customer-success-support" target="_blank">https://garageplug.freshteam.com/jobs/meTfdnSowtqy/customer-success-support

• 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 Marathi (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

Responsibility- Manage large amounts of incoming phone calls.- Identify and assess customers- needs to achieve satisfaction.- Build sustainable relationships and trust with customer accounts through open and interactive communication.- Provide accurate, valid and complete information by using the right methods/tools.- 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.

Requirements :- Must be Graduated or Post-Graduated.- Should have at least 1 year of proven customer support experience or experience as a Client Service Representative.- Strong phone contact handling skills and active listening.- Familiarity with CRM systems and practices.- Customer orientation and ability to adapt/respond to different types of characters.- Excellent communication and presentation skills.- Ability to multi-task, prioritize, and manage time effectively.

 

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)

1. Work with the core team in fundamentally understanding & implementing major key areas in business and closely work with customers to understand and improvise on their needs 2. Develop & build new marketing channels 3. Handle customer retention & support potential customers to meet their needs 4. Establish, develop and maintain positive business and customer relationships 5. Reach out to customer leads through various customer acquisition channels 6. Expedite the resolution of customer problems and complaints to maximize satisfaction 7. Coordinate retention effort with team members and other departments 8. Analyze the territory/market's potential, track sales, and status reports 9. Help in forming the base of the retention department and be a part of the core team and setting up processes for expansion in other cities

Office Address Near Hotel Great Punjab on Baner Road- cross Vasudha House - Aditi Samruddhi, 4th floor, S. NO. 173/4, Baner, Pune – 411045 Sales Research Analyst will be primarily responsible for aggregating the data, manually and leveraging the automation tools. Work with the Business Analyst to understand the data needs. Understand the client target profile and sales approach. Understand, define and expand the client ecosystem. Define the lead qualification rules and refine those based on the client feedback. Understand and leverage the sources of information. Understand the tools to research the data and also capture the data. Keep adding to the sources of information. Work with the automation team to automate the search to the extent possible. Update the platform with the researched information. Understand and implement the data aggregation rules. Ensure the quality of the researched data and communicate the confidence level. Desired Skills and Experience Excellent web research acumen and interest. Ability to work on software platforms. Pre-sales and Business development experience Good communication skills Good understanding of the business. Structured and Process oriented. Ability to look for innovative ways to search and keep adding to the sources. Ability to communicate the need of automation. Qualification BE/ BTech / MBA- Sales & Marketing