Customer Support Manager

Headquartered in Ahmedabad, Appitsimple is better known for its innovative "Digital Products" - SoftwareSuggest and CallHippo. It is an IT company that has been revolutionizing & simplifying the way organizations do business since Jan 2014.

ApiItsimple is an all-remote organization with a team of 150+ members. With over 300 customers of SoftwareSuggest and 2000+ customers of CallHippo, AppItSimple has a dominant presence over the globe.

URL: https://appitsimple.com/about" target="_blank">https://appitsimple.com/about

Product: CallHippo.

URL: https://callhippo.com/" target="_blank">https://callhippo.com/

CallHippo was launched in 2017. It is an intelligent VoIP (voice over Internet protocol) service provider for business organizations and call centers. The main objective behind launching CallHippo was to provide easy-to-adopt, cost-effective, scalable, and accessible phone systems to businesses. Customized pricing plans, 24/7 available support, and innovative top-of-the-line features make CallHippo stand out from market competitors. With 2000+ customers across 25+ countries, the company is just getting started and is sure to scale greater heights in the future.

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.

Experience- 0.6-3 years

The Job Description for Customer Support Executive:-

1)Work on chats and Tickets

2)Maintain a mean response time of less than 1 minute since it is live chat support

3)Chat Quality score should not be less than 4/5

4)Close maximum support tickets in a month

5)Resolve queries with utmost efficiency to facilitate customer retention.

Requirements

1)Experience in Tech Support

2)Experience with troubleshooting

3)Hands-on knowledge in providing support for any kind of application software

Job Title:– Customer relationship Manager

Location: Bangalore

About AbleCold Logistics: (www.ablecold.com)

We are India's fastest-growing integrated end-to-end cold chain solutions company. Within a short span of time, with our asset-light model and strong diverse operations experience, we have disrupted the cold chain space and solved several unique problems that had never been addressed over decades. Our ability to create cold chain solutions depending on our customers’ needs and maintain operational excellence while being frugal has rewarded us with being compared to the largest players in the cold chain industry by several market analysts and investment firms.

Our customer base includes some of the largest brands in India in quick commerce, quick service restaurants, seafood, ice creams, and frozen food. Our core team members have a diverse set of experience across several industries and startups/corporates and are alumni from prestigious institutions such as IITs, IIMs and Harvard Business School.

AbleCold is at an inflexion point and for the next phase of rapid growth, we are seeking individuals with high-energy, highly motivated to work in ambiguity, and interpersonal and cross-functional skills to join our team.

Role and Responsibilities:

●       The ideal candidate should have a solid understanding of customer relationship management principles, excellent communication skills, and a passion for delivering exceptional customer service

●       Serve as the main point of contact for customers, addressing their inquiries, concerns, and requests in a timely and professional manner.

●       Collaborate with internal teams, such as sales, marketing, and product development, to ensure seamless customer experiences.

●       Maintain accurate and up-to-date customer records, interactions, and communications

Required skills/experience:

●       High energy with a zeal to build a business from scratch and have a sense of ownership.

●       Willingness to roll your sleeves and hustle for ad-hoc problem solving whenever the operational need arises.

●       Strong team player with the ability to work independently and collaborate with cross-functional teams.

Benefits of Working at AbleCold Logistics:

●      Be part of a high growth start-up

●      Steep learning curve - we believe in learning by doing

●      Work with Mentors and true innovators from Harvard Business School, IITs, IIMs and ISB. Founders and employees work together; there's no middle management, so you learn from the best.

●      Empowering place to be in - We believe that each individual brings in a new perspective and new ideas. You will have the opportunity to implement your ideas and try out experiments and pilot projects.

●      Meritocratic culture - Your work will be recognised as will your failures. You will be instilled with the value of creativity, hard work and ownership.

Overview:

Being a “customer first” company, the Customer Support division is critical to hoichoi. This team comprises of enthusiastic, passionate, fun-loving, and highly communicative individuals who continuously work towards ensuring a great experience for hoichoi users at all times.

This is a high commitment role and you will fit right in if you believe in delivering the best of service experience and are passionate about entertainment.

Job Role:

· Answer user communication/queries via emails live chats, and calls

· Ensure minimum turnaround time for resolving user queries & complaints

· Deliver best in class service in the friendliest and timely manner

· Suggest process & product improvements based on user feedback

· Assist the team in reporting & analysis

Qualifications

· 2+ years’ experience in customer service specializing in Inbound/Outbound support, ideally from an internet start-up/e-commerce background

· Excellent proficiency in Tamil, Malayam, and English

· Critical thinking and problem-solving skills

· An understanding of the 'Customer First' principle and committed to consistently delivering high-quality customer support

Job Type: Full-time

• Being involved in various day-to-day activities such as order punching, order processing, shipping plans, order tracking, sharing delivery status etc. and also handling any order issues
• Answering customer queries on information including but not limited to, order status, shipment dates etc.
• Responding to customers in a courteous and timely manner
• Ensuring the terms and conditions while managing various customer orders from processing to delivery
• Updating and maintaining relevant data and reporting the same to the company in regular intervals

What you must have:

• Graduation is a must
• 3– 4 years of relevant work experience in customer service– order management role
• Excellent communication and listening skills
• Good knowledge as well as work experience in using SAP
• Good in MS Word, MS Excel and email writing
• Attention to detail and ability to multi-task

Roles and Responsibilities

• Manage large amounts of inbound calls/emails/chats in a timely manner
• Follow communication scripts/templates when handling different topics
• Identify customers needs, clarify information, research every issue and provide solutions and/or alternatives
• Keep records of all conversations in our contact centre database in a comprehensible way
• Meet personal/team qualitative and quantitative targets

Requirements:

• Graduate / Post- Graduate with 0-6 Months experience in a customer support role
• Exceptional active listening, verbal and written communication skills
• Proficiency with computers, especially with CRM software, and good typing skills.
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• Ability to work remotely with minimal supervision

Skills: 

∙ Excellent communication and analytical Skills 

∙ Strong leadership and management skills 

∙ Must have excellent interpersonal skills 

∙ Excellent written and verbal communication 

∙ Active listening and Problem solving skills 

∙ Ability to multitask, prioritize, and manage time effectively 

 Roles and Responsibilities: 

∙ A professional approach in answering calls and provide information  about products and services, taking input of issues and their  redressal thereof 

∙ Keep records of customer interactions, process customer accounts  and file documents 

∙ Proficiently communicating with customers electronically and taking  follow up of the procedures. 

∙ Handling customer queries regarding various products ∙ Identify and assess customer needs to achieve satisfaction ∙ Exhibiting patience in order to resolve queries in a timely manner ∙ Escalate unresolved issues to the appropriate internal teams ∙ Document knowledge in the form of solution article 

∙ Respond to customer queries in a timely and accurate way, via  phone, email or chat 

∙ Patience when handling tough cases. 

∙ Take a deep dive into product key features and have keen  insight/knowledge about the product.

About Saras Analytics 

We are a passionate group of engineers, analysts, data scientists, and domain experts building products and offering services to accelerate the adoption of data as a strategic asset. 

Our Products 

http://sarasanalytics.com/daton">Daton is our ETL platform for analysts and developers. Daton replicates data from SaaS platforms such as Google Analytics, Salesforce, Amazon, and Facebook Ads to cloud data warehouses like Amazon Redshift, Google BigQuery, and Snowflake. Daton consolidates data from a variety of data sources into a data warehouse within minutes and allows analysts to focus on generating insights rather than worrying about building and maintaining a data pipeline.  

Visit https://sarasanalytics.com/">https://sarasanalytics.com/ 

Job Summary: 

• This is a customer centric role which involves understanding the product, answering customer queries, troubleshooting customer problems, provide product usage trainings, and improve the overall product support process    
• This role demands hands-on knowledge on software development, and databases   
• You will liaise between customers and product managers and help in converting the software problems into product requirements and fixes 
• You will collaborate with internal teams for the design and development of key modules  
• You will interact with customers to provide technical support and guidance for users 

• Troubleshoot and debug problems and create SPRs and CRs 
• You will collaborate with other engineers, product managers and testing team to deliver fixes in a timely manner 

Eligibility: 

• Excellent verbal and written communication 
• 4+ years of experience in helpdesk or L1 support 

• Strong in SQL with 2+ years of hands-on experience in SQL and RDBMS. Any experience in NoSQL databases is a plus. 
• Excellent analytical and trouble shooting skills with 1+ years of hands-on experience in troubleshooting software problems and providing technical support to users 
• Hands on experience in setting up or using web analytics and performance monitoring tools 
• Basic understanding of Web technologies including Java and Angular 
• Proficient in using support and helpdesk tools  

• Knowledge on cloud infrastructure is a plus 

• Excellent verbal and written communication 
• 4+ years of experience in helpdesk or L1 support 

• Strong in SQL with 2+ years of hands-on experience in SQL and RDBMS. Any experience in NoSQL databases is a plus. 
• Excellent analytical and trouble shooting skills with 1+ years of hands-on experience in troubleshooting software problems and providing technical support to users 
• Hands on experience in setting up or using web analytics and performance monitoring tools 
• Basic understanding of Web technologies including Java and Angular 
• Proficient in using support and helpdesk tools  

• Knowledge on cloud infrastructure is a plus 

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