Customer Support

3 weeks ago

India Ludimos Full time

Preferred Location: Chennai, Bangalore, Hyderabad, Mumbai


Ludimos is an innovative company specialising in AI-powered cricket technology currently serving 100 clients across 15 countries, including prestigious cricket setups like Royal Challengers Bangalore (RCB), Cricket Netherlands, Cricket Scotland, Queensland Cricket, PaceLab, and Middlesex Schools Cricket. Our AI technology provides Ball tracking and advanced coaching tools to cricketers at a fraction of the cost of existing tools. No hardware. No sensors. Just a smartphone is all one needs.


Our team comprises experts in AI, marketing, sales, and other essential domains, ensuring a comprehensive approach to our market. We are passionate about driving success for our clients and are looking for a dynamic and motivated Sales and Business Development Representative to join our growing team.


Position Overview

As a Customer Support & Data Labelling officer your primary role will be to build a solid relationship with our existing customers, understand their pain points and issues and liaise with our tech team to solve any potential issues.


As a part of the customer support, you will also be helping our accounts with active hands on labelling of key information to enhance user experience.


Key Responsibilities

1. Workflow Management: Develop and implement efficient workflows and processes for handling customer inquiries, complaints, and requests, ensuring timely and effective resolution while maintaining high levels of customer satisfaction.


2. Quality Assurance: Establish and enforce quality standards for customer interactions, monitoring team performance through call monitoring, ticket reviews, and customer feedback analysis, and providing feedback and coaching to improve performance.


3. Escalation Management: Act as a point of escalation for complex or high-priority customer issues, liaising with other departments or senior management to ensure prompt resolution and satisfactory outcomes.


4. Performance Metrics: Define and track key performance metrics for the customer support team, such as response times, resolution rates, customer satisfaction scores, and first contact resolution, using data-driven insights to identify areas for improvement.


5. Customer Feedback: Gather and analyse customer feedback to identify trends, pain points, and opportunities for service improvement, advocating for customer-centric changes within the organisation.


6. Cross-functional Collaboration*: Collaborate with other departments, such as product development, sales, and marketing, to share insights from customer interactions, address systemic issues, and ensure a seamless customer experience across all touch points.


7. Technology Utilisation: Evaluate and implement appropriate technologies and tools to streamline customer support processes, improve efficiency, and enhance the overall customer experience.


Qualifications:

- Excellent communication in English.

- Strong problem-solving and analytical abilities.

- Self-motivated with a results-driven approach.

- Familiarity with CRM software and sales tools.

- Familiarity with Cricket and basic understanding of applications of AI.


What We Offer

- Competitive salary.

- Opportunity for career growth and development.

- Collaborative and inclusive company culture.

- Flexible work environment.


How to Apply

If you are a passionate and driven professional to make a significant impact in an early-stage startup, we would love to hear from you Please send your resume to madan@ludimos.com. 

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