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About Position:
We are looking for multi-skilled candidates with excellent interpersonal skills for the position of Product Support Specialist. The candidate should be reliable, highly energetic, oversee a wide range of cross-functional teams, retail fulfillment teams, as well as third party logistics partners and vendors.
About EasyEcom:
EasyEcom is an industry-leading omnichannel inventory management and reconciliation solution for eCommerce businesses and multichannel retailers like Epigamia, Mondelez International, My Glamm, Borosil, Prestige, etc. We are persistently growing, from a few hundred clients to over 5000+ global clients, a handful of dedicated team members to 150+ members strong team, and being VC funded, we are continuing to expand over and beyond!
Roles and responsibilities:
● Identifying clients requirements and helping them use specific features
● Respond to clients queries on time via chat, phone, or email and escalate, if needed
● Analyze and report any problems with the product functionalities.
● Guide clients through new features and functionalities
● Follow up with customers to ensure cent percent timely resolution for all the issues.
● Gather clients feedback and share it with the team.
● Update our internal databases with information about clients discussions and technical issues with the product.
● Recommend improvements and work around to make the product better
● Share feature requests with team members
Requirements:
● Excellent communication and negotiation skills
● 1-2 years of experience in Product Support
● Proficiency in English and Hindi
● Excellent knowledge of MS office
● Self-motivated with a result driven approach
● Critical thinker and problem solver
Perks of Joining EasyEcom
● Great Culture
● Product Training
● Recognition of Work
● Ownership & Leadership opportunities
● Internal Job posting
What you will do:
- Processing customer request in a timely and comprehensive manner to ensure customer satisfaction with Inbound and Outbound calls/emails/chat
- Highlighting issues through feedback and recommending changes in workflows, procedures and service levels to meet customer needs and ensuring quality service always
- Growing and nurturing customer relationships on every interaction that results in measurable Customer value
- Documenting necessary account information and offering custom solutions that benefit the customer
- Delivering extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality
- Balancing customer interests with the interests of company
- Resolving all customer queries and following established problem ticket recording procedures as appropriate
- Gathering relevant information from customers as required and updating it accurately to facilitate the decision process
What you need to have:
- Any graduate with demonstrable experience of 2-4 years
- Needs proactiveness and anticipation to understand customers problems
- Adaptability to customer's need and requirement
- Should be a problem solver
- Should be a go-getter, with high drive and ownership
- Should have good communication and listening skills
- Should have sound English language skills (written and verbal) with good typing speed
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