Executive -Customer Success

1 week ago


Bengaluru, Karnataka, India 75F APAC Full time

Job purpose & responsibilities

  • Understanding of 75F products and various solutions catered to the customers.
  • Handle customer queries of 75F. Keeping the customer engaged throughout the lifecycle and creating customer delight.
  • Receive, track and monitor call arriving at the 75F Toll Free #.
  • Closure of customer tickets within SLA.
  • Regularly engage with the customers for seeking feedback and for identifying areas of improvement.
  • Maintain a high standard of quality in interacting with the customers and resolution of queries
  • Liaise with internal stakeholders and partners to get the customer's query resolved
  • Working with customer data, addressing and resolution of customer queries, feedback, and troubleshooting problems with data.
  • Publishing MIS and dashboards with respect to SLAs
  • Support in preparing SOPs/process notes for all existing and proposed activities within the function

Qualifications

  • Graduation/ Post Graduation from a reputed university

Skills & Personal Attributes

  • Should be courteous and polite with excellent communication skills (Written and Verbal)
  • Excellent documentation skills
  • Computer and mobile savvy with proficiency in MS office Tools
  • Willingness and eagerness to work in a high-pressure fast-growing environment
  • Data analysis skills - Ability to interpret data and reports for business requirements
  • Strong interpersonal and soft skills
  • Good team player, should have the capability to collaborate with customers to collect information and enable closure of tickets
  • Should be self-driven, creative and should have out of the box approach

Work Experience

  • Should have 3– 5 years relevant work experience customer support/call centre or a similar function at scale.
  • Should have worked in the Customer Support function with the Banking/Telecom/e-Commerce/consumer durable companies for majority of his/her career.
  • Proven track record of success & delivery in a highly competitive environment.
  • Should have worked with large/medium Indian or multinational organizations.


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