Customer Operations Manager

3 weeks ago

Navi Mumbai, India Jio Platforms Limited (JPL) Full time

Jio is launching its RCS based Jio Business Messaging service and is aiming at a leadership position for market share. Jio aims to change the landscape of the customer communication and engagement using conversational messaging. With this objective, Jio is building a customer support team to ensure best experience and satisfaction for our customers and in turn the success of this channel and business for Jio. Role Overview: As a customer support you play a pivotal role in providing a seamless customer experience to our new and existing customer. You will serve as the primary point of contact for client onboarding, customer queries and technical issue resolution. Key Responsibilities:

• Serve as the primary point of contact for Onboarding of new customers.

• Service new and existing customers by managing their inquiries and issues through calls and emails.

• Daily monitoring and resolution of customer-reported issues.

• Analyzing customer issues and traffic data.

• Providing remote product and feature training to customers.

• Coordinating with other teams, including L2 tech support, vendors, product, and business teams. • Participating in product and released feature User Acceptance Testing (UAT) and collecting feedback.

Mandatory Key Skills:

• Good Communication skill voice and Email(written), Customer Handling and knowledge of technical support related process.

• Knowledge of Windows OS, Web services, API & Postman

• Well versed with MS office (Word, excel and power point)

• Basic DB understanding, SQL, Oracle

• Fundamentals of computer networking, ISP, ISP, Firewall

• Proficiency in digital communication channels such as RCS, SMS, WhatsApp, email, voice, and mobile apps. • Flexible working in shifts including night shifts. Qualifications:

• Any graduate with specialization in computer science.

• 4-5 years of prior experience in Customer Support, preferably for a communications product.

• Good Communication skill voice and Email(written), Customer Handling and knowledge of technical support related process.

• Knowledge of Windows OS, Web services, API & Postman

• Well versed with MS office (Word, excel and power point)

• Fundamentals of computer networking, ISP, ISP, Firewall

• Proficiency in digital communication channels such as RCS, SMS, WhatsApp, email, voice, and mobile apps.

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