Customer Support Specialist

Role Summary:

We are seeking a proactive and persuasive Telecaller to join our fast paced real estate team. The candidate will be responsible for contacting potential buyers, understanding their property requirements, providing relevant information, and scheduling site visits. The goal is to convert

leads into prospects and contribute to the company’s sales pipeline.

Key Responsibilities:

• Make outbound calls to potential clients based on leads provided.

• Understand customer requirements and provide relevant property information.

• Systematic follow-up with interested leads and timely updates on new offers.

• Schedule and coordinate site visits with sales teams and clients.

• Maintain accurate records of all conversations and lead progress using CRM tools.

• Achieve daily/weekly/monthly targets for calls and conversions.

• Handle customer inquiries professionally and escalate issues when needed.

Whatsapp blast and email marketing to be carried out.

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Job Specification (JS):

Education qualifications:

• Minimum preferred: Bachelor’s degree in any field.

Experience:

• 2-3+ years of experience in telecalling, telesales, or customer support.

• Experience in real estate or similar industry is an added advantage.

Skills & Competencies:

• Excellent verbal communication skills in English and local & regional specific languages (Hindi, Kannada & Tamil).

• Good convincing and negotiation skills.

• Confident, energetic, and customer-focused.

• Ability to handle rejection and remain calm under pressure.

• Basic computer knowledge and experience with MS Office.

Other Requirements:

• Willing to work in a target-driven environment.

• Must be comfortable with working on weekends and fixed weekday offs (as per company’s norms).

About Company

Company is a fast-growing start-up with a world-class platform that simplifies network monetization. Our mission is to enable any company to launch services atop any network infrastructure with radical simplicity. Leveraging the power of our platform, Reach also operates a top-rated mobile service Reach Mobile in the U.S. that donates 10% of data plan costs to provide life changing connectivity to women and students in need. About the Role: It’s a global role responsible for managing the product throughout the product lifecycle from planning to execution in support of organizational strategy and objectives.

Responsibilities:

• Write detailed user stories and acceptance criteria, draft user flows, communicate project scope effectively, and manage products through development, QA, UA Testing, and launch • Ability to understand business and technical requirements & conceptualize end-toend solutions

• Ensure requirements are communicated effectively to the business, design, operations, CS and development teams.

• Manage agile product development process from a product management point of view

• Participate in scrum meetings, planning, reviews and retrospectives • Maintain and prioritize the product backlog and track feature releases with different stakeholders

• Work with QA and engineering teams to streamline system integration, test and improve product features

• Serve as an in-house expert for our products and become the go-to person for all functional issues

• Manage all aspects of in-life products, including customer feedback, requirements, and issues

• Have Strong OSS/BSS requirement gathering and solution experience (Telecom domain).

• Minimum 5-7 years of experience in Telecom products e.g CRM, SDP, Billing & Service provisioning. Skills and Qualifications:

• A Bachelor’s degree in Computer Science, Engineering or equivalent preferred 

Job Summary:

We are seeking a highly skilled and experienced Customer Success Manager to build and lead our team of agents based in India. The Customer Success Manager will be responsible for building a high-performing team to ensure that our customers receive high-quality support for Monarch products over chat and phone. The primary goal of this role is to ensure high customer satisfaction and timely resolution of issues, while also empowering our customers to self-service their issues first.

Responsibilities:

• Staff and properly resource a 24/7 support organization that is available globally to meet Monarch customer needs.
• Set performance goals for the team and ensure that they are met or exceeded.
• Define and implement a scalable support model to accommodate growth and changing customer needs.
• Develop and maintain customer service procedures, policies, and standards to ensure consistency and quality of service.
• Continuously improve the support process, tools, and resources to ensure efficiency and effectiveness.
• Own the Key Performance Indicators (KPIs) for customer support and regularly report on performance against these metrics.
• Empower customers to self-service resolve their issues by providing them with the necessary resources and guidance.
• Train and coach agents on effective communication and problem-solving techniques to improve their performance.
• Build and maintain strong relationships with customers to ensure loyalty and retention.
• Collaborate with cross-functional teams, including Engineering, Product Management, Service, Delivery Operations, Manufacturing, and 3rd Party Dealers, to identify and resolve customer issues.
• Manage and maintain a positive and supportive team culture, encouraging collaboration and accountability.

Qualifications:

• Bachelor's degree in business, management, or a related field.
• Minimum of 5 years of experience in customer support or related fields.
• Experience building and managing a team of agents in a fast-paced environment.
• Excellent communication and interpersonal skills.
• Strong analytical skills with the ability to analyze data, identify trends, and develop insights.
• Proficient in using customer support tools such as Zendesk, Freshdesk, or similar.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Knowledge of Agriculture Products and Farming is a plus.
• Knowledge of the Monarch product line or similar technical field is a plus.
• Flexibility to work in different time zones.

Position: TEST LEAD

Job Description:

• 7+ years of experience in testing manual / automation.
• Experience in testing migration projects is Must.
• Ability to understand content migration testing requirements
• Ability to understand and define testing scope, risks, constraints, dependencies, and assumptions
• Engage with key users and stakeholders in defining testing requirements, approach, plan & validation
• Identify, document and validate source and target data requirements
• Work with key users and stakeholders to identify and resolve data issues
• Good written and verbal communication skills, with the ability to communicate technical terminology to people with limited or no technical understanding
• Ability to work in tight deadlines
• Status reporting to senior management and stake holders

Skills and Experience

• Designing test plans, scenarios, scripts, and procedures. Executing tests on source code.
• Analyzing test results and reporting to the development team.
• Working with the development team to correct bugs and errors
• Preferred: Insurance or BFSI domain experience
• Testing experience of Insurance products like PAS / Policy Admin System, Billing, Claims
• AINS Certification a plus
• 5-8 Years of Experience required.

• Develop and execute engineering strategy (including technology architecture, development stack, scalability, security etc.) of all our SaaS solutions while keeping in mind needs of business as usual and evolving product feature requirements
• Lead the engineering team and ensure good delivery management to deliver the product roadmap with high speed and quality
• Innovation – explore available technologies that may be useful to our context and run experiments and POCs to evaluate before adoption
• Bring automation and best practices to code management, testing and build & deployment processes
• Solve the most complex issues/initiatives through hands-on development
• Help the team members in resolving difficult technical issues
• Be a champion of engineering excellence: establish team metrics for measurement of engineering and operational excellence. Implement a consistent, regular process for assessment and improvement
• Provide thought-leadership to fellow team members by working as a guide and mentor to the rest of the team members

• Best in Industry Remuneration
• Attractive ESOP opportunity with huge potential upside
• Cutting edge technologies with always something new happening
• Start-up culture with full ownership and freedom
• Fully flexible hours and work from anywhere
• Super-fun work environment and colleague

• Microservices, Spring Boot, Core Java, Struts 2.0, JPA & Hibernate
• Hands-On experience in relational databases (MySQL Preferred)
• Experience in Data warehousing & Analytics
• Hands-on exposure in mobile application developmen

Qualifications

• B.E. / B.Tech from Tier 1 Institute