Senior Customer Service Manager

at Leaf Soft Pvt Ltd

Posted by Naresh Reddy

• Are you yearning for a challenge and to exploring uncharted territory? • Do you wish to leave the herd pack to create something unique to transforming an industry? • Are you a fanatical believer in the role of technology to transform lives? If you answered YES to all of the above and have a yearning for efficient operations coupled with lightning speed with SQL and Excel, you are most likely to be the right fit for an opportunity which will fundamentally alter the experience of making a donation in India. DanaMojo is India’s first payment solutions platform, providing an easy and convenient way for NGOs to collect donations, both online and offline, efficiently. We have 400+ NGOs already LIVE on our platform which makes us also India’s largest payment solutions provider for the NGO sector. As the Systems & Operations Manager (SOM) you will be responsible for all our backoffice and operations work along with managing our transaction database and managing all incoming transactions and outgoing payouts. You will also be the chief systems & operations troubleshooter for our NGOs in case something has gone wrong – from code integration to payments processing to disbursal to customer support. In essence you are the heart and soul of our operations! You ensure that we keep ticking along like clockwork. We are a startup, so we are in “always-on” mode. You need to have a high degree of enthusiasm, energy and an ability and willingness to put in whatever it takes to get the job done. In addition, you should be ready to take on whatever job that needs to get done. This is not a typical 9-5 job and will require substantial effort outside office hours and a high degree of availability on weekends and holidays. So if you have always wanted to work in a high-growth team learning and unlearning every single day; if you have boundless energy to carry out multiple tasks and build new systems and processes this is the place for you. The ideal candidate is one who has been involved in software development working on programming and working day in and day out on SQL and advanced Excel to be ideal for this role. We are ideally looking at someone with at least 2 years’ experience. What are we looking for? 1. Strong SQL knowledge (important to be able to write speedy queries) & Excel knowledge (to be able to process large amounts of data) 2. Strong understanding and appreciation of the software development process. Someone said "God is in the detail". In the software space, "God is in testing"! :-) You will be responsible for taking all our new features LIVE. 3. Excellent analytical capabilities and an ability to grasp things fast and write out functional specs, managing an activity end-to-end. You would be responsible for deciding our NEW features. 4. Working knowledge of HTML & CSS to be able to understand it and make changes as required to code already present. 5. Great communication skills to co-ordinate and manage team internally and partners externally. Most importantly - an almost crazy willingness to learn and do anything & everything that is required!!!

Job Description • Explain and help the customer how to set up the app and sell online platforms such as Facebook, WhatsApp etc… • Take care of all the customer service queries which includes- Resolves the problems by clarifying the customer's complaints; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. • Answer calls professionally to provide information about the app, obtain details of complaints. • Keep records of customer interactions, recording details of inquiries, complaints, and comments, as well as actions taken. • Follow up to ensure that appropriate actions were taken on customers' requests. • Refer unresolved customer grievances or special requests to designated departments for further investigation. • Attracts potential customers by answering product and service questions; suggesting information about other products and services. • Need to create the standards and customer service guide and needs to analyse regularly, how it is performing and make changes if needed. Skills Required: • Minimum 3 years of experience in customer service • Good communications skills • Ability to listen and active problem solving skills • Good interpersonal skills • Ability to handle pressure. • Should be fluent in Hindi and English. (Knowing any south language is an advantage) • Ability to stay calm and reply to customer queries • Good Management Skills. • Able to manage multi tasks at a time • Should be a hard worker