Vendor Support Analyst

4 weeks ago

Gurugram, India The Knot Worldwide Full time

Location : Gurgaon (Hybrid)

Night Shift

5 Days Working



ABOUT THE ROLE

WeddingPro Support Team Members are responsible for providing exceptional service and an effortless experience to the TKWW vendor base. As the front-line and most frequent contact for both paid and unpaid vendors, the WeddingPro Support Team Members are crucial to building and maintaining strong brand affinity and vendor satisfaction. We provide quality guidance, emphasize product value, and instill excitement in every phone call to help drive loyalty and retention.


RESPONSIBILITIES

  • Provide highly responsive service to TKWW Wedding Pros (vendors), efficiently and professionally.
  • Maintain sufficient product knowledge across all TKWW properties to provide accurate solutions and an effortless vendor experience by regularly working in Phone/Email Queue, doing Onboards or other Specialist duties..
  • Work directly with vendors who purchase new or additional TKWW products. Ensure every purchaser is prepared to succeed with TKWW and that the company collects relevant vendor data and expectations to inform the optimal customer journey and experience
  • Problem solve technical questions and issues that customers may have and work cross-departmentally to resolve them.
  • Share “the voice of the vendor” from the WeddingPro Support POV so leadership can adequately support retention efforts.
  • Create and maintain an individual development plan (IDP) to inform career development, prioritize learning opportunities, and foster growth within and beyond TKWW.
  • Consistently meet or exceed stated performance expectations for work quality, quantity, and impact.
  • Maintain individual and team-level ratings of satisfaction with WeddingPro Support and Success. These may include CSAT, CRS, NPS or other metrics as determined by leadership.
  • Remain 100% compliant with all data, record-keeping, and reporting requests.
  • Other projects/duties as assigned, including new customer onboarding calls.

REQUIREMENTS/SKILLS


  • Previous work in a high volume, high visibility customer service environment or similar
  • Strong technical background, preferably with SaaS or subscription products
  • Proven ability to learn new information and adopt new processes quickly and effectively
  • Strong written and verbal communication skills
  • Ability to multi-task and excellent time management skills
  • Ability to thrive in a high-pace and collaborative team environment
  • Comfort with direct accountability for outcomes and vendor sentiment
  • Comfort with change, ambiguity, and decision-making with incomplete information
  • Strong and validated service ethic--including upward advocacy of vendor/customer needs and wishes
  • Must have excellent computer skills (Word, Excel, Gmail, Google Docs) and the ability to learn new systems quickly
  • Salesforce CRM and reporting experience, a plus
  • Familiar with tools for online self-service and real-time chat, a plus

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