Sr. Associate - GST Client Engagement and Support Lead

at Vayana

Sr. Associate - GST Client Engagement and Support Lead

Vayana

Company

Home

Sr. Associate - GST Client Engagement and Support Lead

at Vayana

Posted by Manish Balani

3 - 7 yrs

₹5L - ₹6L / yr

Pune

Skills

Customer Relationship Management (CRM)

Taxation

SQL

MS-Excel

Customer Support

Client Servicing

Accounting

GST

Requirements:

Educational Qualification: BCS, MCS, BCA, MCA or equivalent degree in trade/commerce stream with domain knowledge in indirect taxation.
Prior work experience in tax software solution or tax advisory companies preferred.
Ability to effectively service large portfolio of customers
Excellence in Interpersonal Skills with strong command on spoken and written communication skills
Ability to thrive in a multi-tasking environment

Roles and Responsibilities:

Guide a team of customer support associates on customer issue investigation and resolution by applying understanding of GST compliance requirements, GSTN APIs, Eway Bill APIs and E-Invoicing APIs etc.
Logging and keeping records of customer/employee queries
Analysing call logs so you can spot common trends and underlying problems, to guide support team
Updating self-help documents or preparing FAQ’s, to build knowledge base of support team on issues raised by ASP Partners and Corporates.
Ensure timely response to customers with accurate guidance for issue resolution, by measuring the performance of support team on response SLA and quality of response.
Manage ongoing interaction with key client relationships to build the relationship to level of being the preferred and only service provider for GST compliance requirements.
Manage monthly billing operations across customer portfolio – including a good control on receivable ageing and reporting to management on realization delays which require management intervention.
Manage regular interaction with GST Network for customer issues. Build a strong relationship with GST Network to achieve quicker turnaround from GSTN on deliverables.
Keep a close watch on any updates from GSTN and/or the ASP-GSP ecosystem, to convey relevant updates to our customer portfolio.

Requirements:

Educational Qualification: BCS, MCS, BCA, MCA or equivalent degree in trade/commerce stream with domain knowledge in indirect taxation.
Prior work experience in tax software solution or tax advisory companies preferred.
Ability to effectively service large portfolio of customers
Excellence in Interpersonal Skills with strong command on spoken and written communication skills
Ability to thrive in a multi-tasking environment

Roles and Responsibilities:

Guide a team of customer support associates on customer issue investigation and resolution by applying understanding of GST compliance requirements, GSTN APIs, Eway Bill APIs and E-Invoicing APIs etc.
Logging and keeping records of customer/employee queries
Analysing call logs so you can spot common trends and underlying problems, to guide support team
Updating self-help documents or preparing FAQ’s, to build knowledge base of support team on issues raised by ASP Partners and Corporates.
Ensure timely response to customers with accurate guidance for issue resolution, by measuring the performance of support team on response SLA and quality of response.
Manage ongoing interaction with key client relationships to build the relationship to level of being the preferred and only service provider for GST compliance requirements.
Manage monthly billing operations across customer portfolio – including a good control on receivable ageing and reporting to management on realization delays which require management intervention.
Manage regular interaction with GST Network for customer issues. Build a strong relationship with GST Network to achieve quicker turnaround from GSTN on deliverables.
Keep a close watch on any updates from GSTN and/or the ASP-GSP ecosystem, to convey relevant updates to our customer portfolio.

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About Vayana

Founded :

2009

Type :

Product

Size :

100-500

Stage :

Raised funding

About

Internet Banking Solution,Mobile Banking Solution, Bill Payment Solution, Finance your B2B trade, Invoice financing

Manish Balani

Connect

Company social profiles

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