Customer Support Manager

at Quadrific Media Pvt ltd

DP
Posted by Karishma Ramkishor
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Mumbai
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5 - 7 yrs
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₹7L - ₹12L / yr
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Full time
Skills
Customer Support
Customer Service
CRM Head who can look after the entire CRM prcess and can manage to handle HNI players with experienced support
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About Quadrific Media Pvt ltd

Founded
2015
Type
Products & Services
Size
100-1000 employees
Stage
Profitable
View full company details
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Jr Tech Support Consultant

at Appknox

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Customer Support
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Remote only
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1 - 3 yrs
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A BIT ABOUT US


Appknox is one of the top Mobile Application security companies recognized by Gartner and G2. A profitable B2B SaaS startup headquartered in Singapore & working from Bengaluru.

The primary goal of Appknox is to help businesses and mobile developers secure their mobile applications with a focus on delivery speed and high-quality security audits.


Our business includes Fortune 500 companies with Major brands spread across regions like India, South-East Asia, Middle-East, Japan, US, and expanding rapidly. 



The Opportunity


  • Appknox is looking to hire a Jr Technical Support consultant to manage a portfolio of current customers.
  • In this role, your primary responsibility is to understand the customer’s technical queries. Evaluate and resolve the query. 
  • Our ideal candidate should have 1 - 3 years of experience in working with customers in the Technical Support role
  • This role involves handling customer queries from 7 PM IST to 4 AM IST.


What An Ideal Candidate Would Look Like: 


  • Excellent communication skills.
  • Ability to triage customer-reported issues independently.
  • Adhering to the SLA's.
  • Proactively collaborate internally with the Technical Support team & the Engineering teams to provide resolution to the issues.
  • Ability to identify & build relevant documentation on FAQs, Troubleshooting tips, etc.


 

Work Expectations

Within 1 month

  • You should have a complete hold of the product and the value customers are getting from it.

 

  • Should understand how the technical support process works in Appknox and start reviewing the older customer support queries.

Within 3 months

  • Triage customers reported issues

 

  • Adhere to the SLA's

 

  • Collaborate internally with Engineering teams to provide resolution to the issues.

 

  • Effectively and proactively communicate with customers

Within 6 months

  • Help build relevant documentation on FAQs, Troubleshooting tips, etc.

 

  • Suggest changes to processes (if any) to ensure customers get a quick resolution to the queries.



Personality traits we really admire:-

  • A confident and dynamic working persona, which can bring fun to the team, and a sense of humor, is an added advantage.
  • Great attitude to ask questions, learn and suggest process improvements.
  • Has attention to detail and helps identify edge cases.
  • Highly motivated and coming up with fresh ideas and perspectives to help us move towards our goals faster.
  • Follows timelines and absolute commitment to deadlines.

Interview Process - would be team specific


  • Round 1 - Task sent by Appknox
  • Round 2 - Profile Evaluation
  • Round 3 - Interview with one of the Appknox Customer Support Team to understand overall your experience 
  • Round 4 - Interview with Director of Customer Success & Delivery
  • Round 5 - Interview with CEO, Co-Founder

Compensation


As per Industry Standards

We prefer that every employee also holds equity in the company. In this role, you will be awarded equity after 12 months, based on the impact you have created.


Please be aware that all your customers are Enterprises and Fortune 500 companies.


Why Join Us:-

  • Freedom & Responsibility: If you are a person who enjoys challenging work & pushing your boundaries, then this is the right place for you. We appreciate new ideas & ownership as well as flexibility with working hours.
  • Great Salary & Equity: We keep up with the market standards & provide pay packages considering updated standards. Also as Appknox continues to grow, you’ll have a great opportunity to earn more & grow with us. Moreover, we also provide equity options for our top performers.
  • Holistic Growth: We foster a culture of continuous learning and take a much more holistic approach to training and develop our assets: the employees. We shall also support you all on that journey of yours.
  • Transparency: Being a part of a start-up is an amazing experience one of the reasons being the open communication & transparency at multiple levels. Working with Appknox will give you the opportunity to experience it all firsthand.
  • Health & Life Insurance: We offer health insurance coverage up to 5 Lacs for you and your family including your parents.
 
 
 
Read more
Job posted by
Anushka Tharad

Software Implementation & Customer Support

at Softlink Global Pvt. Ltd.

Founded 2005  •  Product  •  100-500 employees  •  Profitable
Software implementation
Customer Support
Technical support
software Support
Enterprise software
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Mumbai, Chennai, Pune
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We’re looking for Software Implementation and Customer Support (0 - 1 Year Experience) to join our highly efficient SME Software Support team.

Responsibilities
1) Software Implementation and Providing Training to end Users
2) Addressing customers queries / issues
3) Follow-up with Customers and Collecting Feedbacks
4) Maintaining records of activities
5) Visiting customers as and when needed

Desired Candidate Profile

1) 0 - 1 year experience in Software Support (Freshers also preferred)
2) Degree Holders (Preferably BSc-IT, BSc-CS, Bcom)
3) Good verbal & written communication skills

Note: Candidates available to join immediately or at the earliest will be preferred

About Our Company:

Softlink Global is one of the few product-focused IT companies in India. Our globally leading and acclaimed ERP solution is implemented in more than 50 countries with zero customization. Softlink Global operates from its offices situated in Singapore, the USA, and the Philippines. In India, we have a presence in Mumbai, Pune, New Delhi, Chennai, Bangalore,
Kolkata, Ahmedabad, and Hyderabad.

Softlink started in 2005 with a mission to automate the logistics industry and today we take pride in retaining the number one position since inception. When you join our team, you can expect to be challenged to think in new ways and try new things.

To know more, visit https://softlinkglobal.com/

 

At Softlink:

  • We obsess over user experience and delight
  • We are out there to provide the best logistics and financial technology software applications to small, medium, and large scale businesses
  • We thrive on developing a culture of learning and continuous improvement, both for people and processes
  • We invest in each other's growth
  • We believe in complete transparency, open dialogue, and no hierarchies
  • We make objective and data-driven decisions
  • We believe in taking charge and getting it done
  • We give a damn about our team's well-being and growth within the company
  • We encourage experiments and creativity in Technology
  • We want you to be able to lead your own team or a project once you are ready
  • We want you to see our vision, and become a part of our growth story

We are committed to strengthening equality, diversity, and inclusion at our workplace through an enabling environment, supportive work-life policies for employees, and a culture that welcomes differences and creates a sense of belonging. We strive to create a work environment where all employees can develop and grow to achieve their full potential.


The Perks:

  • An opportunity to feel proud of your work
  • A platform to take up higher responsibilities, growth and career advancement
  • A fun work-life balance
  • An amazing team to work with
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Job posted by
Varsha Shirgaonkar

Customer Support Associate

at Airblack

Founded 2019  •  Product  •  100-500 employees  •  Raised funding
Customer Relationship Management (CRM)
Customer Support
Customer Service
Customer Success
Customer Retention
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Gurugram, Delhi, Noida, Ghaziabad, Faridabad
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1 - 3 yrs
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Best in industry
  1. Do you believe in empowering people? Do you agree that the next decade is about internet first creators? Do you want to help people convert their passion into a profession? If so, then Airblack is the place for you.

About Airblack: building the future of work through skill-based education

Airblack is on a mission to help people convert their passion to a livelihood.

Airblack is an online learning platform where people learn how to become successful creators or micro-entrepreneurs. We are empowering people to learn practical skills in a fraction of the time and cost of traditional education and convert their passion into a sustainable profession.

In June 2020, we launched our first club - Airblack Beauty Club - with a flagship makeup artist certification program. We are currently India's largest online makeup and beauty learning platform with over 35,000 students and 180k+ Instagram followers making our thriving community. We have been rated 4.85 out of 5 by our past learners.

In late 2021, we launched the Airblack Culinary Club help people develop their baking skills and start earning from their passion. With our DIT model of learning, we are all set to transform the future of culinary education, and empower millions of aspiring Home-chefs and bakers across India and UAE.

Airblack is a funded rocket ship backed by marquee investors such as Elevation Capital (Investors in Paytm, Swiggy, Unacademy) and InfoEdge Ventures (Investors in Zomato).

Our dream team comprises ex-entrepreneurs, venture capital investors, and operators from places such as Goldman Sachs, Sprinklr, Grofers, BCG, Bain & Co, WeWork, ITC, and Urban Company, top IITs, IIMs, and universities such as DU and NIFT.

More on us here

Work Areas-

  1. Identify and measure the parameters across different touchpoints in a members journey that are crucial for their experience.
  2. Create process enhancements and efficiencies, and manage any projects to completion
  3. Manage all flows of inbound member requests and issues via email, chat and phone
  4. Identify and assess members' needs to achieve resolution
  5. Work with interdisciplinary teams, escalating issues and collaborating with appropriate parties to establish a protocol on new processes
  6. Provide periodic on-call support coverage for member issues

What makes you a suitable candidate?

  • You have the ability to work in a very dynamic, fast-paced and ambitious organization
  • You have strong planning, analytical and organizational skills as well as attention to detail
  • A strong communicator who brings clarity to the projects you tackle, freeing up lines of communication, identifying and removing blockers, encouraging collaboration, and, most importantly, continuously looking for ways to improve how we work
  • You have a proven track record of achieving numerous goals in a timely manner, exercising good judgment and sound decision-making skills
  • You’re comfortable balancing multiple concurrent projects in an agile and fast-paced environment

Location: Gurgaon (Very close to Sector 53-54 rapid metro)

Working Timings: 6 days a week, 10 AM - 8 PM

Stipend: INR 15,000/month

Internship for 3 months and then conversion basis performance and opening!

Immediate joining.

Breaking boundaries and doing more than what is expected is what people at Airblack are known for. Join our team of highly motivated individuals, as we build a club just as unique as you!

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Vijaylakshmi Raman

Customer Quality Engineer

at Disruptive Electronic Accessories Brand

Agency job
via Unnati
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Tech Support
Customer Support
Supplier relationship management
RCA
quality assurance
customer quality
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FFR
DOA
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₹4L - ₹5L / yr
Here is a chance to work for a Consumer Electronics Brand, where you get to deal with some of the best channels and work with some excellent experienced minds. Read on.
 
Started in 2015, this lifestyle and accessories startup has taken over the consumer electronics sector in India. Our client has a product range that includes an extensive catalog of headphones, speakers, travel accessories, and modern earphones. It believes in providing cutting edge electronic products stamped with durability and affordability.

The brand is associated with some of the major icons across categories and tie-ups with industries covering fashion, sports, and music, of course. The founders are Marketing grads, with vast experience in the consumer lifestyle products and other major brands. With their vigorous efforts toward quality and marketing, they have been able to strike a chord with major E-commerce brands and even consumers.
 
As a Customer Quality Engineer, you will ensure that the products meet quality requirements, and address customer issues in a timely manner to ensure customer satisfaction.
 
What you will do:
  • Coordinating with Supplier to discuss and resolving product quality issues raised by customers.
  • Updating customers in a timely fashion regarding the status of quality issues or any requests.
  • Participating in product quality planning and control process based on customer’s specifications and requirements.
  • Managing escalations to suppliers on product quality, Root cause, action
  • Preparing and updating all necessary quality reports as required by customers.

 

Desired Candidate Profile

What you need to have:
  • Experience in handling customer complaints
  • knowledge of DOA, FFR, RCA & Supplier escalation, Excel report
  • Communication skills, problem solving attitude
  • Client facing experience
  • Product Quality management
  • Escalation and complaint management
Read more
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Astha Bharadwaj

Team Lead

at Home Serve

Founded 2004  •  Services  •  20-100 employees  •  Profitable
Technical support
Customer Relationship Management (CRM)
Customer Support
Customer Retention
Team Management
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Chennai
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2 - 4 yrs
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₹4L - ₹4.2L / yr

We’re looking for a highly skilled customer service representative to join our team, managing inbound and outbound phone calls, email requests, and face to face interaction with a friendly, helpful approach. The ideal candidate is a quick learner who can think on their feet and resolve any issues that come up with our customer-first business mentality. He or she is also experienced with sales, as the opportunity to promote company products and services may arise. The most successful representatives have the communication and interpersonal skills needed to provide support, answer questions, and resolve issues in an efficient manner. Serving as the voice and face of our company, he or she will be integral to reinforcing our reputation for exceptional customer service.

 

Objectives of this Role

  • Manage a large volume of inbound and outbound calls, emails, and chats with knowledge and efficiency
  • Identify and address customer needs with a goal of complete satisfaction
  • Provide expert answers to questions about products, pricing, and availability, while presenting the value of our portfolio of products to customers
  • Meet customer service department sales targets, generating sales leads when opportunities arise

 

Skills and Qualifications

  • Successful experience in a corporate environment
  • Strong communication skills, including active listening and clear articulation
  • Ability to solve problems and alleviate conflicts or escalate tactifully
  • Ability to multitask, manage time, and prioritize
  • Able to work individually and as a team
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MadhuMitta Thoguluva

Customer Support Specialist

at SyndicationPro

Founded 2018  •  Product  •  20-100 employees  •  Profitable
Customer Support
Technical support
Data migration
Customer Service
Customer Success
Customer Retention
Voice of the customer
Know your customer
Customer Relationship Management (CRM)
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Remote, Bengaluru (Bangalore)
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About the Organization

Real Estate Syndicators leverage SyndicationPro to manage billions in real estate assets and thousands of investors. Growing at 17% MoM,  SyndicationPro is #1 Platform To Automate Real Estate Fund Raising, Investor Relations, & Close More Deals!

 

What makes SyndicationPro unique is that it is cash flow positive while maintaining a healthy growth rate and is backed by seasoned investors and real estate magnates. We are also a FirstPrinciples.io Venture Studio Company, giving us the product engineering, growth, and operational backbone in India to scale our team. 

 

Our story has been covered by Bloomberg Business, Yahoo Finance, and several other renowned news outlets. 

Why this Role

We are scaling our Customer Support & Success organization and you will have the opportunity to see how the systems and processes are built for an SaaS company that is rapidly scaling. Our Customer Support & Success Team is led by expierened SaaS Operators who can provide you the guidance and mentorship to growth quickly. You will also have the oppurtunity for faster than normal promotion cycles. 

 

Roles and Responsibilities
  • Engage with our clients primarily through email, phone, or our ticketing system
  • Understand client needs and tackle problems
  • Think creatively about technical issues and find ways to change showstoppers into positive ways forward
  • Work closely with internal teams and external partners to deep dive on a customer request or Issue to provider resolution within SLA.
  • Manage workflow using our systems to ensure nothing falls to the bottom of the to-do list
  • Keep current on product releases and updates
  • Share the knowledge among your fellow trouble-shooters and create knowledge articles when necessary
  • Support Customers working with Migration teams on Data Migrations to our Platform.
  • Work on migrating sensitive customer data from a third-party investment platform or Excel to SyndicationPro with minimal supervision.
  • Understand the client’s needs and set up the SyndicationPro platform to meet customer expectations.
     
Desired Candidate Profile
  • A passion for solving problems.
  • A way with words that makes technical topics easy to understand
  • A keen eye for getting to the root cause of an issue
  • A love of helping people
  • An ability to manage multiple needs and keep them all on track
  • A strong ethos towards helping the team win
  • Prior experience in SaaS environments
  • Experience with MS Office and data programs
  • Attention to detail
  • Confidentiality
Expectations from the candidate:
  • Experience in writing professional Emails
  • Experience in handling a high volume of customer queries
  • Must have 1-2 years of prior experience in SAAS environments.
  • Must be comfortable working during night shifts.
Read more
Job posted by
FirstPrinciples Hiring

Technical Support

at Wishup Technology Pvt Ltd

Founded 2015  •  Products & Services  •  100-1000 employees  •  Raised funding
Technical support
Tech Support
Desktop
Remote support
Remote desktop
Remote Desktop Services
Customer Relationship Management (CRM)
Customer Service
Customer Support
Help desk
Help desk management
Customer Success
Customer Retention
Consultative Selling
Technical sales
Management Information System (MIS)
Project Management
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Remote only
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2 - 7 yrs
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₹4L - ₹7L / yr
This is a 100% remote role (Forever Work from Hime)

Are you looking for a long-term and full-time remote role where you can work with US-based companies? Read on!

What is Wishup?
Wishup is India's leading remote employee platform helping US-based businesses in building highly efficient remote teams. Wishup was founded in 2015 by IITM & IIMA alumni and is backed by marquee investors like Orios Venture Partners, Inflection Point Ventures, Tracxn capital, and Mato Peric.

We are witnessing phenomenal month-on-month growth and stand at a cusp of a revolution in the remote workforce industry. This is your chance to be a part of the revolution - we are inviting applications to work with our US-based clients.

Job Profile:
- Prior experience as Technical Support be a great fit for this role
- The role is remote and full-time (not a freelancing assignment)
- The role would require working in the US time zone

What's in it for you?
- International exposure: You’ll get to interact and build relationships with the smartest global founders and CXOs working on cutting-edge ideas
- No hassle of US visa application; since it’s remote working
- Constant upskilling to maintain market relevance: We provide up to 4 weeks of training
during onboarding in all the latest industry tools and practices
- Stable full-time remote job in a company that has been fully remote for over 5 years: work
from home (or anywhere), forever!
- Scope of rapid growth based on bi-annual appraisals
- A healthy work-life balance

You're a great fit if you have:
- At least 2 years of full-time employment experience
- A stable career employment track record
- Impeccable written and spoken English
- An aptitude for mathematics and logic
- A solid experience in resolving work-conflict situations

Job Prerequisites:
- High-speed internet connection
- Laptop with an integrated camera and a pair of headphones
- Distraction-free workspace with zero external interference
- Ability to work with US time zones

Work Shift (either of the following may be allocated):
- Mon-Fri, 6:30 p.m. - 3:30 a.m. IST
- Mon-Fri, 9:30 p.m. - 6:30 a.m. IST

 
Company Reviews:
https://www.glassdoor.co.in/Reviews/Wishup-Reviews-E1511572.htm?filter.iso3Language=eNg" target="_blank">https://www.glassdoor.co.in/Reviews/Wishup-Reviews-E1511572.htm?filter.iso3Language=eNg

Social Media Links:
LinkedIn - https://www.linkedin.com/company/wishup-services/" target="_blank">https://www.linkedin.com/company/wishup-services/
Facebook - https://www.facebook.com/wishupnow/" target="_blank">https://www.facebook.com/wishupnow/
Twitter - https://twitter.com/wishupnow" target="_blank">https://twitter.com/wishupnow
Instagram - https://www.instagram.com/wishupnow/" target="_blank">https://www.instagram.com/wishupnow/

Training at Wishup:
https://www.youtube.com/watch?v=6Uolgas0Uj4" target="_blank">https://www.youtube.com/watch?v=6Uolgas0Uj4

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Job posted by
Shikha Gupta

Technical Support

at Enpass Technologies Private Limited

Founded 2013  •  Product  •  20-100 employees  •  Profitable
Technical support
Customer Support
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NCR (Delhi | Gurgaon | Noida)
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1 - 2 yrs
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₹3L - ₹3.5L / yr

Job Description

 

We are looking for a couple of awesome Product Support Engineers for our own software product Enpass password manager (www.enpass.io) which is being used by millions of end users worldwide and is available for iOS, Android, Windows, Mac, and Linux. It is a tech-oriented application, localized in 33 languages and has a vast and varied user-base, offering a wide scope of learning in every aspect of software testing and support.

This position requires well-rounded product support experience of 1 year. Further, it requires good command over specific OS internal settings, multitasking, mentoring, ability to assign and manage tasks for others and communication (written and oral) skills.

RESPONSIBILITIES

    • Provide first, second and third tier (L1, L2, L3) product support via email, Social media, and our Forums.

    • Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues in using Enpass.

    • Monitoring application processes, application logs and taking appropriate resolution actions in case of failures.

    • Ask customers targeted questions to quickly understand the root of the problem.

    • Resolving all customer issues in a time bound manner. Comply with the SLA for issue resolution.

    • Work closely with technical teams to investigate complex issues and enhance the quality of existing products.

    • Document and follow-up of customer suggestions for continued improvements to Development Team.

    • Provide daily metrics and reports on tickets; maintain the ticketing system and the tickets.

    • Constantly Improve Product Knowledgebase to use internally and a FAQ.

    • Work on improvement of customer's FAQ and User manual.

    • Taking ownership of customer issues reported and seeing problems through to resolution.


SKILLS & QUALIFICATIONS

    • Bachelors or Masters (Computer Science / Electronics / Electrical / IT / Computer Applications / Software Engineering).

    • 1 to 2 years of related work experience required. Previous product support experience from a tech-oriented software product is a plus.

    • Technically sound and well versed in working with different cloud services, OS configurations & settings, networking basics and in-outs of software operations.

    • Knowledge of SQL, XML, JSON is a plus.

    • Ability to troubleshoot the cause of technical problem in using software.

    • Good interpersonal skills; well organized, detail oriented; multitasking; strong oral and written communication skills; previous experience in conducting basic troubleshooting of software via email, online web tools.

    • Ability to mentor and assign and manage tasks for others.

    • Ability to troubleshoot the tickets to determine the root cause of problems in a timely manner.

Read more
Job posted by
Meenakshi Kiran

Customer Success Manager

at Armada Intelligence Inc

Founded 2018  •  Product  •  20-100 employees  •  Raised funding
Customer Success
Analytics
Customer Retention
Customer Support
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Ahmedabad
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2 - 4 yrs
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₹3L - ₹5L / yr
YOU : * Have startup (all-hands-on-deck) attitude; prior experience in startup, tech startup preferred * Have at least a year of experience in the customer-facing role; customer success, account management, or customer support experience is a plus * Are excellent writer and communicator with strong presentation skills both via phone and email * Are able to learn new concepts and processes quickly * Are willing to relocate to Ahmedabad, Gujarat YOU PROBABLY HAVE: * Ability to proactively identify and solve any issues that could affect customer satisfaction or retention * Used analytics/CRM tools like Intercom, Mixpanel, Piwik * Strong analytical skills to capture insights on how the customer is interacting with the platform * Excellent English skills, both written and spoken * Knack of speaking and communicating with people YOU WILL: * Take ownership of customer accounts and manage their onboarding, success, and retention; assist with renewals processes when necessary * Provide support to new and existing Armada customers * Coach customers on new uses and best practices for Armada to drive adoption and retention * Provide timely and thoughtful responses to client questions and requests * Communicate with engineering and product teams to make the system efficient
Read more
Job posted by
Ankit Boraniya

Customer Service & Operations Executive

at Dr. Vaidya's

Founded 2016  •  Product  •  20-100 employees  •  Raised funding
Customer Support
Operations
Telesales
Business operations
Customer Success
Account Management
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Mumbai
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3 - 7 yrs
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₹2L - ₹3L / yr
The purpose of this job is to manage the CRM for the business. Build client relationships, deal with customer queries, confirm customer orders, convert repeat orders. The person will be liasing with the accounts team and COO directly. We are looking for someone to also help provide efficiency in the system. Key Responsibilities: a) Answer calls professionally to provide information about products and services, take/ cancel orders, or obtain details of complaints. b) Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. c) Process orders, forms and applications.Follow up to ensure that appropriate actions were taken on customers' requests. d) Refer unresolved customer grievances or special requests to designated departments for further investigation e) Maintain Customer Database and data management f) Ensure operational assistance by supervising order packaging g) Dealing with third-party platforms to ensure stock levels are maintained h) Manage whatsapp queries and process orders i) Daily, Weekly and Monthly Reporting Required Qualifications Education Qualifications: Basic – Class XII School Leaving Certificate and secretarial diploma. Preferred – a graduate degree in any discipline or diploma in business studies Experience: • Minimum of 1-2 years work experience in a customer service role • Highly competent in Microsoft Office i.e., Word, Excel • Typing speed and accuracy ie. typing minimum 60-70 wpm • Previous customer care experience • Able to use emails and whatsapp and communicate • Ability to communicate in Hindi and English
Read more
Job posted by
Arjun Vaidya
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