Support Specialist

Responsibilities

• To Attend the inbound calls of HNI customers in both Retail Liabilities & Credit Cards and process the queries.
• To identify and convert the opportunities for cross-selling (banking products).
• Responsible for quality communication and customer servicing within laid down productivity and service benchmarks.
• Ensure customer “delight” and consistent service experience, including timely resolution of customer queries/issues.
• Complete the logs specified by the process (End-of-day target).
• Adherence to Information Security norms & quality process norms.
• To be aware of and comply with any updates about the process.
• Act on the feedback given by Team Leader/Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance.

Requirements

• Graduate
• Preferably 1-2 years with 6 months which should be in a customer service role - Understanding of call centre industry an advantage.
• Excellent communication skills – Verbal & Written.
• Flexible to work 24/7 (For Females: 7 AM till 8 PM) including Sundays/holidays
• Flexible to get scattered 8 Week Offs in a month with 9 hours shift
• Good listening skills and strong communication abilities.
• Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity
• Team Player, collaborative Self-motivated person with the ability to act as a role model within the organization.
• Should be able to establish rapport quickly with peers, managers & customers.

We are a team of Product Management and FinTech honchos & alumni of distinguished institutions (IIT/IIM/ICAI) and we are building something at the cutting edge of HR & FinTech Universe (Embedded Finance is the word)! We have most recently raised Series A funding from IndiaMart and BeeNext and looking to expand our team. We are building something that is unique, real, and Impactful. If you carry a similar passion, we'd love to hear from you!

Responsibilities:

• Act as a Techno-Functional Consultant and maximize adoption of our company.
• Assist & train Customers to implement their process and help them to resolve their support queries.
• Increase overall retention and do in-depth analysis to create up-sell/cross-sell opportunities.
• Eliminate risks proactively and share product feedback and experience with the Product team.
• Showcase newly released features and maximize consumption, share a road-map with customers and gather their feedback to improvise the product.
• Delivering and communicating ROI for our clients, throughout the customer lifecycle.
• Being the trusted partner for the customer on the use-case and product functionality.
• Customer onboarding, training, and support.
• Making customers aware of resources such as knowledgebase articles, tutorials, how-to videos, and webinars.
• Gathering customer feedback and sharing it internally to improve the product and/or establish better Customer Support practices.
• Analyzing customer data and helping them discover aspects of the product that are most beneficial to them.
• Carrying out periodic health checks to avoid churn.
• Firefighting during account escalations.
• Account management and renewals.
• Keeping customers updated on changes to the product they're using, new features, and new products they might find useful.
• Encouraging customer advocacy through internal NPS surveys, external reviews, case studies, testimonials, and referrals.
• Upselling and cross-selling through review of customers' progress.

Requirements:

• Post Graduation (MBA).
• Experience of a growing company with a focus on personal growth.

• Perform data entry and research in various systems and tracking tools. 
• Apply knowledge of processes and related systems to assist in identifying, assessing, and resolving issues/problems. 
• Assess and resolve non-standard and standard issues or problems. 
• Seek advice and escalate issues when faced with tasks/problems outside the scope of the work.

Designation- Customer Service Representative

Job Location- Kaikondrahalli, Sarjapur Road, Bangalore

Educational & Skill-Set Qualifiers:

Education - Graduation/HSC qualified,

Excellent verbal and written communication skills.

Good Interpersonal skills, and numerical and analytical ability.

Decision-making skills.

Languages -

English & Hindi mandatory, Kannada/Tamil/preferred

6 days a week and the week-off will be on weekdays.

Specific Responsibilities:-

• Handle Inbound and Outbound calling for customer service.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive
•  
• Provide accurate, valid, and complete information by using the right methods/tools.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits
• Conduct follow-ups to ensure complete resolution of issues.
• Keep records of customer interactions and process customer accounts.
• Follow communication procedures, guidelines, and policies.
• Take the extra mile to engage customers.

Remunerations- Fixed CTC (20k to 27k for 0-4 yrs of exp. respectively ) + 30% incentive

• Job description*

Roles and Responsibilities:

• Build sustainable relationships of trust through open and interactive communication Maintain records of customer interactions, customer accounts, and file documents
• Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed
• Building lasting relationships with clients and other call center team members based on trust and reliability
• Utilizing software, databases, scripts, and tools appropriately
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
• Making sales or recommendations for products or services that may better suit client needs
• Taking part in training and other learning opportunities to expand knowledge of company and position
• Adhering to all company policies and procedures

Desired Candidate Profile:

• Excellent Communication skills with strong command on English Language.
• Ability to multitask, manage time and prioritize
• Good data entry and typing skills
• Good computer skills
• Ability to ask prying questions and diffuse tense situations
• Strong time management and decision making skills
• Comfortable working for Night Shift

ABOUT COMPANY

StyleCracker is India’s largest personal styling platform. By seamlessly combining data science with human expertise, the Company has reinvented the way Indian’s consume fashion and has democratized personal styling at incredible scale.

Our Core Value Proposition

• Convenient - the boxes are delivered to your doorstep, saving you time and effort.
• Personalised- your box is curated by your own personal stylist based on your preferences.
• Value For Money- we are able to offer our customers considerable value, well over the amount they pay for the box. 

Responsibilities and Duties

• Outgoing sales calls (not cold calls) to customers and assisting them with their purchase process and guiding them about how StyleCracker works with our various offerings.
• Tracking daily and monthly reports of the calls and conversions made.
• Training new joinees with pitching and other guidance.
• Visiting StyleCracker events and do on ground sales.

Key Skills
Communications, Telecommunication, Inside Sales

Required Experience and Qualifications

• Excellent communication skills. Proficient in English
• Good Convincing Power
• Event Handling.
• Target Oriented
• Budget: 20 ,000 - 25,000 + incentives
• Job Type: Full-time

Location:

Mumbai, Dadar