Tech Support Engineer

About us:  

Burgundy Brand Collective is one of India's fastest-growing specialty retail companies with stores in 9 cities. The company partners with best-in-class international luxury brands to offer Indians a window to the finest food and lifestyle themes from across the world. Our brand portfolio includes Royce’ Chocolate- a premium Japanese confectionery brand, Onitsuka Tiger - a leading Japanese fashion and lifestyle brand, Provenance Gifts – a marketplace for curated gourmet gifts, Papabubble – an artistic, youth-oriented global candy brand and Ligne Roset – a luxury French contemporary furniture brand. The plan is to aggressively (yet astutely) scale out a portfolio of international brands pan-India. 

Customer Experience Executive

Location: Santacruz, Mumbai

Job Description

• Respond promptly and professionally to customer inquiries received through email, social media and chat platforms

• Provide accurate information and support to customers, addressing their concerns and resolving any issues

• Maintain a high level of customer satisfaction by delivering exceptional service and exceeding customer expectations

• Ensure timely and effective follow-up on customer queries and escalations to ensure satisfactory resolution

• Maintain a thorough understanding of company products, services, policies, and procedures to provide accurate and up-to-date information to customers

• Collaborate with internal teams to resolve customer issues and improve overall customer experience

• Meet or exceed productivity and quality standards set for the role

• Maintain customer data and records accurately in the designated systems.

Qualifications & Requirements

• Graduate degree

• Candidate should have 2 - 5 years of experience in a similar role

• Strong written communication skills, including proper grammar, punctuation, and attention to detail

• Previous experience in customer service or a similar role is preferred

• Proficiency in typing with a high level of accuracy and speed

• Ability to multi-task and effectively manage time in a fast-paced environment

• Good problem-solving skills and the ability to think critically

• Excellent interpersonal skills with a customer-centric approach

• Proficiency in using computers and knowledge of email and chat platforms

Reporting Manager: COO

As a Technical Support Specialist, you will provide the highest level of support to every customer, through every interaction. You will work closely with other teams (onboarding, customer success, and engineering) to ensure that customer accounts have the technical support necessary to be set up for success. You will manage and troubleshoot third-party integrations, build and use technology resources for the Customer Experience and Solutions team, and act as an escalation point for the rest of the team.

We’re looking for someone who is highly-motivated and detail-oriented. You’re also passionate about people as much as you are about getting your work done. You have a natural fluidity and thoughtfulness to your written and verbal communication with customers. On top of that, you’re incredibly organized, handling multiple responsibilities at the same time without letting a single ball drop. 

Our perfect team member has a customer-first attitude with a strong sense of empathy. More importantly, you have a natural curiosity and aptitude for technology and can quickly learn how to use new tools.

Past experience in technical customer support (email, phone, chat or live) is definitely a plus. If this sounds like you, we’d love to hear from you!

• You will be the face of QDC, handling inbound interactions through (chat, email, phone and remote session)
• Learn to triage incoming customer inquiries and the process of escalating them by working with various team members to resolve and close tickets in pre-defined SLA.
• Reproduce customer issues and log tickets to be solved by the engineering team.
• Guide users on product features and train them to use it effectively.
• Build and maintain the resources required for technical support. (Walkthrough, set up guides, help tutorials, emails, and video tutorials)
• Take handover from the onboarding team by understanding customers' persona, their pain points, and expectation. 
• Rigorously measure support SLA & metrics and improve it continuously.
• Maintain regular communications with customers about new feature developments and enhancements to the product. 
• Consistently gain product knowledge and work towards improvements on internal processes by identifying the existing bottlenecks.

• At least 2+ years of work experience in a customer-facing role such as Customer Support, Account Management, Sales, Corporate Training, etc. 
• Strong problem-solving skills, technical and analytical aptitude with the ability to quickly learn and adopt technical products.
• Ability to understand a software product and its nuances very well.
• Experience managing customer interactions effectively.
• Previous B2B SaaS and enterprise software experience.
• Excellent written and verbal communication skills.
• Ready to work in US Shift in the future when required.

We are on a mission to make Dry Cleaners and Laundry business winning in the digital era.

We believe in 

• Helping traditional laundries to come at par with digital businesses: Traditional We help laundry businesses adopt modern technology and deliver the customer experience that today’s digital businesses like Swiggy, OLA and Flipkart are delivering. We feel successful when we hear stories like https://www.youtube.com/watch?v=EbB828K28zs&;feature=emb_title">these.
• Building a large profitable business: We envision building a capital-efficient, large profitable business to achieve our mission of making laundry business win. This means less dependence on investors & more ownership with the team. We are one of the few profitable Indian SaaS startups buildinghttps://valuesaas.co/"> value SaaS
• Employee Wellness <> Customer Success: We give as much importance to each team member’s personal & professional success as much as we care about our customer's success. We believe it’s all about balance.

Our impact so far

• 3 Billion garments processed through QDC Dry Cleaning Cloud
• 47 countries
• 1000+ Paid subscribers
• 5000+ Users
• All this could be achieved with a nimble team of 20 from our single office in Noida

• Freedom & Responsibility: If you are a person who wants to take up challenging work & push your boundaries with no one monitoring you, then this is the right place for you. There are no hierarchies. No managers to please.
• Holistic Growth: Building a career doesn’t have to be at the cost of missing out on your personal front. We believe that professional success is worth it when the personal goals are nurtured with equal importance. We will support you all in on that journey of yours.
• Transparency: If you ever wanted to know what it’s like to be on an entrepreneurial journey, then working with QDC gives you that opportunity to experience it all first hand.

• Great Environment: We spend more time of our day at work than at home while awake, so it is important that we feel comfortable in our workplace. Our office space is fun and the team is funnier. We never miss out on any opportunity to have fun. We don’t experience Monday blues rather we have Monday excitement.

Strong problem-solving capabilities and able to independently think through a challenge.

Demonstrated ability to learn new technology quickly

Every project can be different, and there may not be a “template” to work off of. Need someone who can be resourceful and has a “figure it out” attitude

2+ years of experience in Salesforce or other development

BS/MS in Computer Science, Engineering, or related years of experience and technical skills

Salesforce certifications preferred, e.g. Certified Salesforce Administrator, Certified Salesforce Platform App Builder, Platform Developer II

Experience in Salesforce CRM app development with strong expertise in Sales Cloud, Service Cloud, and / or Force.com at an enterprise level

Experience with SFDC Administrative tasks like creating Profiles, Roles, User Security Models, Page Layouts, Email Services, Dashboards, Tasks, and Events

Experience with Lightning Components, Design System, APEX Classes, Process Builder, Triggers, Visualforce, Approval Processes, Aura, and Flow

Verify and validate complete end-to-end testing with the business and client/carrier

Expert knowledge of Object-Oriented programming

Experience with database design concepts and use of SOQL, SOSL, and SQL

Experience with Salesforce API and Web Services (REST/SOAP/Bulk)

Experience with environment management, release management, code versioning, deployment methodologies, and CI/CD tools

Utilize strong written and oral communication skills to regularly update stakeholders on project status, e.g. project phase, issues/roadblocks, go-live dates, etc.

Greetings from zealous services!!

We have Immediate requirements for Fresher in BPO Semi Voice Process @ Chennai

Interview Scheduled:

• Walk-in: Monday to Friday (10 AM to 4 PM)

Job Description:

• Designation: Customer Support Executive
• Process: International US Non-Voice Process (Semi Voice)
• Shift Timings: Night Shift (7.30 Pm To 5.30 Am)
• Salary : 8500 + Incentives upto 3000 (based on your performance) + Food & Refreshment 
• Working Days: 5 Days working (Sat,Sun Fixed off)
• Qualification: Any Graduates (Arts & Science, Engineering) / Diploma / ITI / Distance / Drop out (2017 to 2021 passed out only). Up to 3 backlogs can apply.
• Age: Between 18 to 26 years
• Work Location: Nungambakkam, Chennai.
• Requirement: Immediate

Do mention "PRAVALIKA(HR)" on the right top of your resume as your reference.

Note: Interested candidates can "Walk-in" directly to our office premises with your updated resume and copy of aadhar card.

Documents Mandatory:

1. Carry Updated resume and aadhar xerox.
2. All your original educational documents for verification purposes.

Venue Details:

Zealous Services

No.17/7, 'B' Block Ground Floor NRCS Towers,

Kodambakkam High Road, Nungambakkam.

Chennai - 600034

Landmark: Near Hotel Palm Grove, Opp to Domino's.

### Refer to your Friends too!!! Spot Offer!!! Grab the opportunity Don't miss it !!! ####

JOB DESCRIPTION / ROLES & RESPONSIBILITY

Job Title
Customer Experience Champion

Location
Chennai, Mumbai, New Delhi, Kolkata, Hyderabad, Bangalore

Salary
INR 4,00,000 – 5,00,000 per annum

Position Summary

As a Customer Experience Champion, you will work as part of SunEdison’s Customer Experience team. This role requires a results-focused individual who can liaise with our Customer Experience, Sales and Operations teams. Further, supporting the Sales teams, to deliver high-quality service to SunEdison’s clients. This position is created for calling active and budding clients to encourage understanding of our product. Addressing clients' uncertainties, grievances, and suggestions on time. Noting important details of each conversation. Must be comfortable in presenting products or services over the phone as well as dealing with doubts. If you have a passion for delivering measurable results and client success, we want to hear from you.

The Objectives of this role include

• Directly leads all aspects of a team of a max of 10 Individual Contributors including the sales team, operations team and customer experience specialists.
• Partner closely with Sales and Operations Team in their respective region
• Ensure timely submission and follow-up on all call information submitted across businesses
• Arrange Client meetings with the Sales Team
• The goal is to help the company grow by bringing in customers and developing business
• Correspondence to clients like clarifications, queries, and other details about our business
• Convincing customers to close the lead and grow the business
• Follow up with the client, may include site visit as well
• Relationship management
• Drive to engage clients on new products and features
• Understanding customer journey thoroughly
• Coordinating customer requests with internal stakeholders (ops team, survey team)
• Coordinating customer’s requests with external stakeholders (Distribution Companies, etc)

Position Responsibility

• Contact potential or existing customers to inform them about a product or service using scripts
• Answer questions about products or the company and ask questions to understand customer requirements to close sales
• Handle grievances to preserve the company’s reputation
• Go the “extra mile” to meet sales quota and facilitate future sales
• Keep records of calls and sales and note useful information
• Directly communicating between the Client and SunEdison’s team and performance management
• Manage and coordinate inter-team-members relationships
• Team level Key Performance Indicators
• Bridge the gap between client, sales team and operations team for Solar Panels
• Noting down customer requests exhaustively
• Ultimate focus on delighting the customer
• Pulling in the relevant subject matter expert in their conversation with the customer as and when required.
• Ensuring all teams deliver to customers in their respective TAT

Position Experience

• Minimum 1-3 years of relevant experience, preferably worked in a BPO Industry, Energy Sector, B2C relationship management, customer service (servicing internal or external customers), consumer-facing sales organization handling inbound & outbound calls, CRM systems.

Position Academic Qualification

• Graduation in any discipline.

Desired Technical Skills

• MS Excel tools and Basic CRM Tools
  
  

Desired Soft Skills

• Should have attention to detail
• Communication Skills (Verbal and Written)
• Interpersonal Skills
• Analytical & Problem-Solving Skills
  
  

Language Proficiency

• English- Must Have
• Hindi/Bengali/Telugu/Assamese/Gujarati/Kannada/Marathi – Good to have

We are hiring a Customer Service Representative to manage customer queries and complaints. You will also be asked to process orders, modifications, and escalate complaints across a number of communication channels. To do well in this role you need to be able to remain calm when customers are frustrated and have experience working with computers.

• Maintaining a positive, empathetic and professional attitude toward customers at all times.
• Responding promptly to customer inquiries.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Knowing our products inside and out so that you can answer questions.
• Processing orders, forms, applications, and requests.
• Keeping records of customer interactions, transactions, comments and complaints.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Managing a team of junior customer service representatives.
• Ensure customer satisfaction and provide professional customer support.

• High school diploma, general education degree or equivalent.
• Ability to stay calm when customers are stressed or upset.
• Comfortable using computers.
• Experience working with customer support.