Manager, Customer Success

• Manage large amounts of incoming calls.
• Maintaining a healthy relationship with the existing vendors and generating new leads for vendor onboarding.
• Develop a rapport with customers, demonstrating a friendly and helpful manner to put them at ease.
• Follow up to ensure that appropriate actions were taken on customers' requests.
• Provide troubleshooting assistance for customer orders, account statuses and relevant problems

• Job title: Academic counsellor
  Salary package: upto 2.4LPA + incentives
  Job location: Banaswadi, Bengaluru
  Job role:
  Connecting with students, understanding their education background & aspirations,
  accordingly suggesting training & placements programs to the students.
  Qualification Eligibility:
  Graduates
• Minimum 1 year experienxce required

About AiSensy:

We at AiSensy, are building end-to-end WhatsApp based Marketing Automation, CRM & Customer Support platform for Enterprises & growing SMBs. Helping brands like SkullCandy, NMIMS, Byjus, Rentomojo, etc.and are handling 5 million+ messages per month.

The ideal candidate will have impeccable relational skills.This candidate will be responsible for providing an excellent customer service experience and help customers achieve their desired goals.

Responsibilities:

• Develops customer relationships that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn.
• Ensures all customers are successfully using the product or service they’ve purchased from the company.
• Is often the first port of call for customers and is available to answer any inbound questions.
• Give customer the onboarding, gather feedback and notifying them about the new features
• Managing the Customer Success Team and driving higher NPS

Skills Required:

1 year of experience in Customer Success

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.

Responsibility

• Manage largeamounts 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.