SEO Marketing Specialist.

Key Responsibilities:

• Develop and execute a strategic vision for customer support, aligned with company goals and customer-centric values.
• Lead, mentor, and grow a high-performing customer support team, fostering a culture of excellence and empathy.
• Establish and track key performance indicators (KPIs) to measure support team efficiency, response time, and customer satisfaction.
• Implement scalable processes, tools, and systems to handle support inquiries across multiple channels (email, chat, phone, social media).
• Collaborate closely with product and engineering teams to identify and resolve product-related issues and advocate for customer-centric improvements.
• Create and maintain a knowledge base, FAQs, and self-service resources to empower customers and reduce support ticket volume.
• Analyze support trends and customer feedback to inform product development and enhance the overall customer experience.
• Manage escalations and ensure timely and effective resolution of complex customer issues.
• Drive initiatives to improve customer retention, engagement, and loyalty through exceptional service.

In this role, you will:

• Oversee and manage the project pipeline, ensuring alignment with business objectives and resource availability.
• Collaborate with Sellers, Finance, Leadership, and Legal teams to facilitate contract negotiation, closure, and achieve targeted business outcomes.
• Act as a bridge between Sellers and the Professional Services team, ensuring seamless communication and alignment of project & services objectives.
• Maintain close communication with the sales team to understand client expectations and requirements, offering tailored solutions and insights accordingly.
• Help the Resource Managers make informed resourcing decisions based on the project pipeline, optimizing team capabilities and project requirements.
• Develop intuitive reports and dashboards, leveraging data to derive insights, monitor progress, and facilitate informed decision-making, providing concise and informative updates to leadership.
• Analyze metrics and key performance indicators within the Professional Services team, identifying trends and areas for improvement.
• Drive the creation of Standard Operating Procedures (SOPs) for the Professional Services function, seeking opportunities for process improvement within the delivery workflow.
• Work collaboratively with diverse teams to identify business problems, develop solutions, streamline operations, implement automations, integrations, and simplify operating processes.

What you should have?

• The street smart way to drive
• SaaS company experience
• It is essential to have good English communication skills.
• It would be preferable to have 2 to 8 years' experience in an Operations or similar role. Experience with SaaS and Customer Service is a plus.
• Hands-on experience with Salesforce or other CRM tools..
• Having experience with reporting tools and knowledge of CPaas, Firewall
• Action-oriented and excellent interpersonal skills
• Collaborative skills across departments.

Responsibilities:

●     Responding promptly and professionally to customer inquiries via phone, email, and chat, ensuring accurate and timely information is provided.

●     Efficiently processing customer orders, managing delivery schedules, and coordinating with our logistics team to ensure the timely delivery of water cans.

●     Handling customer complaints and concerns in a professional manner, working diligently to resolve issues and provide satisfactory solutions.

●     Maintaining a comprehensive understanding of Bookwater products, services, and technology, enabling you to effectively address customer inquiries and concerns.

●     Collaborating with other departments to address customer needs and continuously improve the overall customer experience.

●     Monitoring and analyzing customer feedback to identify trends and areas for improvement, contributing to the enhancement of our services.

●     Assisting in the development and implementation of customer service policies and procedures to ensure consistency and excellence in our service delivery.

●     Actively participating in ongoing training and development opportunities to stay updated with industry best practices and enhance your job performance.

●     Contributing to a positive and inclusive work environment, fostering a culture of teamwork and collaboration.

• At least 2-5 Yrs. of experience handling end-to-end IT recruitment.
• Should be an individual contributor responsible for Full Recruitment Life Cycle: Sourcing, Screening, Interview Co-ordination and Follow-Ups etc.
• Experience working with W2/1099/C2C/GC/EAD/US Citizens/TN Visa/H1B work Authorization.
• Screen candidates to confirm work history, education, training, job skills, soft skills, and availability and salary requirements.
• Follow up with candidates during the entire process, keep them warm and also close the loop as appropriate 
• Candidate should be technically strong & possess knowledge of IT terminologies & current trends.
• Ability to source profiles using alternative sourcing channels (LinkedIn, Li-Searcher, GitHub and other networking channels)

• Conducting analysis of website and application requirements.
• Writing back-end code and building efficient PHP modules.
• Developing back-end portals with an optimized database.
• Troubleshooting application and code issues.
• Integrating data storage solutions.
• Responding to integration requests from front-end developers.
• Finalizing back-end features and testing web applications.
• Updating and altering application features to enhance performance.

• Bachelor’s degree in computer science or a similar field.
• Knowledge of PHP web frameworks including Yii, Laravel, and CodeIgniter.
• Knowledge of front-end technologies including CSS3, JavaScript, and HTML5.
• Understanding of object-oriented PHP programming.
• Previous experience creating scalable applications.
• Proficient with code versioning tools including Git, Mercurial, CVS, and SVN.
• Familiarity with SQL/NoSQL databases.
• Ability to project manage.
• Good problem-solving skills.

• Experience - 3-5 yrs
• CTC to Offer - 10-15 Lacs
• Work Location - Mumbai / Chennai

Front End: React JS / Ionic Framework

Back End: Spring Boot / Java

Database: Relational Database

• Should have developed minimum 2 projects with the above tech stack end to end with each project duration of minimum of 6 months
• Should have developed REST/JSON APIs with Spring Boot
• Should be able to develop a module independently end to end
• Should be able to design a simple database
• Should be able to understand and clarify client requirements
• Should be able to write FSDs
• Should be able to write unit test cases manually or using tools
• Should have worked with Service-oriented architecture
• Should know about code maintenance, code review, unit testing