customer care executive

1. Do you believe in empowering people? Do you agree that the next decade is about internet first creators? Do you want to help people convert their passion into a profession? If so, then Airblack is the place for you.
   
   

Airblack is on a mission to help people convert their passion to a livelihood.

Airblack is an online learning platform where people learn how to become successful creators or micro-entrepreneurs. We are empowering people to learn practical skills in a fraction of the time and cost of traditional education and convert their passion into a sustainable profession.

In June 2020, we launched our first club - Airblack Beauty Club - with a flagship makeup artist certification program. We are currently India's largest online makeup and beauty learning platform with over 35,000 students and 180k+ Instagram followers making our thriving community. We have been rated 4.85 out of 5 by our past learners.

In late 2021, we launched the Airblack Culinary Club help people develop their baking skills and start earning from their passion. With our DIT model of learning, we are all set to transform the future of culinary education, and empower millions of aspiring Home-chefs and bakers across India and UAE.

Airblack is a funded rocket ship backed by marquee investors such as Elevation Capital (Investors in Paytm, Swiggy, Unacademy) and InfoEdge Ventures (Investors in Zomato).

Our dream team comprises ex-entrepreneurs, venture capital investors, and operators from places such as Goldman Sachs, Sprinklr, Grofers, BCG, Bain & Co, WeWork, ITC, and Urban Company, top IITs, IIMs, and universities such as DU and NIFT.

More on us here

Work Areas-

1. Identify and measure the parameters across different touchpoints in a members journey that are crucial for their experience.
2. Create process enhancements and efficiencies, and manage any projects to completion
3. Manage all flows of inbound member requests and issues via email, chat and phone
4. Identify and assess members' needs to achieve resolution
5. Work with interdisciplinary teams, escalating issues and collaborating with appropriate parties to establish a protocol on new processes
6. Provide periodic on-call support coverage for member issues

• You have the ability to work in a very dynamic, fast-paced and ambitious organization
• You have strong planning, analytical and organizational skills as well as attention to detail
• A strong communicator who brings clarity to the projects you tackle, freeing up lines of communication, identifying and removing blockers, encouraging collaboration, and, most importantly, continuously looking for ways to improve how we work
• You have a proven track record of achieving numerous goals in a timely manner, exercising good judgment and sound decision-making skills
• You’re comfortable balancing multiple concurrent projects in an agile and fast-paced environment

Location: Gurgaon (Very close to Sector 53-54 rapid metro)

Working Timings: 6 days a week, 10 AM - 8 PM

Stipend: INR 15,000/month

Internship for 3 months and then conversion basis performance and opening!

Immediate joining.

Breaking boundaries and doing more than what is expected is what people at Airblack are known for. Join our team of highly motivated individuals, as we build a club just as unique as you!

Skills: 

∙ Excellent communication and analytical Skills 

∙ Strong leadership and management skills 

∙ Must have excellent interpersonal skills 

∙ Excellent written and verbal communication 

∙ Active listening and Problem solving skills 

∙ Ability to multitask, prioritize, and manage time effectively 

 Roles and Responsibilities: 

∙ A professional approach in answering calls and provide information  about products and services, taking input of issues and their  redressal thereof 

∙ Keep records of customer interactions, process customer accounts  and file documents 

∙ Proficiently communicating with customers electronically and taking  follow up of the procedures. 

∙ Handling customer queries regarding various products ∙ Identify and assess customer needs to achieve satisfaction ∙ Exhibiting patience in order to resolve queries in a timely manner ∙ Escalate unresolved issues to the appropriate internal teams ∙ Document knowledge in the form of solution article 

∙ Respond to customer queries in a timely and accurate way, via  phone, email or chat 

∙ Patience when handling tough cases. 

∙ Take a deep dive into product key features and have keen  insight/knowledge about the product.

• Reporting to the Customer Experience Manager
• Work from office: the role will be based in Bark’s offices in Bangalore
• The package will be a good base salary with excellent commission on top
• He/she will be responsible for the following aspects of customer success, including:
• Front-line B2B support for inbound calls & mails (ratio 80:20))
• Successful onboarding of professionals to buy their first pack, soft sales for elite/up-gradation
• Build sustainable relationships and trust with customer accounts through open and interactive communication

Requirements

• Well versed in English and Telugu (oral and written communication)
• Experience in sales or customer support domain will be appreciated
• Fresh graduate or less than 2 years of experience
• A go-getter attitude to get things done efficiently and resolve user queries in a single contact
• Excellent communication style and ability to stay calm under pressure

Desirable

• Knowledge of any CRM tools/customer success platforms and how they work (Zendesk is preferred)
• Comfortable to work for 40 hours/ week on a roster basis
• Knowledge of other languages will be an advantage

Reporting to our global VP of Commercial the Customer Success team lead will be responsible for all aspects of customer success, including:

• Successful onboarding of professionals to buy their first pack
• Delivery of a high standard of customer success maintaining a single view per customer across channels
• Defining and leading the implementation of our customer success policies
• Selection and management of our customer success software
• Maintenance of the help site(s) and template responses - updating as new features become available
• Recruitment, training, and performance management of customer success staff

Requirements

• Experience in a high volume customer service environment
• Experience hiring and developing customer success staff
• A can-do attitude to get things done efficiently and resolve user queries in a single contact
• Excellent communication style and ability to stay calm under pressure

Desirable

• Knowledge of customer success platforms and how they work

Responsibilities

• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Seize opportunities to upsell products when they arise
• Build sustainable relationships and engage customers by taking the extra mile
• Keep records of all conversations in our call center database in a comprehensible way
• Management and resolve customer complaints
• Sell products and place customer orders in the computer system
• Identify and escalate issues to supervisors
• Manage calls and respond to customer’s email
• Provide product and services information to customers
• Approach expected customers and give a presentation on current projects and services
• Research required information using available resources
• Document all call information according to standard operating procedures
• Recognize, document, and alert the management team of trends in customer calls
• Follow up customer calls where necessary

Qualifications and skills:

• Proficient in relevant computer applications
• 2-3 years of experience in a call center environment
• Knowledge of customer service practices and principles
• Superior listening, verbal, and written communication skills (Fluency in English, preferred American accent)
• Ability to handle the stressful situation appropriately

• Customer Service - Delivering efficient and friendly responses to customer across different channels (main responsibility)
• Credit Risk - Evaluate loan applications for new borrowers applying for Branch loans, find and prevent fraud (main responsibility)
• Servicing & Collections - Proactively reaching out to borrowers who have missed payments
• Product - Escalating customer feedback and IT bugs to help improve our product
• Finance - Manage refunds, repayments, and other payment processes
• General - various administrative projects as needed

• 1-2 years of previous job experience in customer service
• Passionate about our mission and our customers
• Highly entrepreneurial, proactive, and willing to get your hands dirty
• Excellent communication skills, both oral and written
• Good grammar, spelling and punctuation
• Driven by data and highly analytical, good understanding of excel preferred
• Good typing speed (ideally above 45 wpm)
• Ideal candidates will be extremely flexible with scheduling e.g. willing to work on weekends and occasionally holidays

• You are required to take an online typing speed test through the link below
• Go to http://www.typingtest.com/ to complete a type speed test.
• On the left, select English, 1 minute, and Aesop's Fables.
• Click the green "Start Test" button.
• Please upload a screen shot of your typing test results as part of your cover letter.