Customer Support Associate

1 week ago


delhi, India Contlo Full time
Contlo is a pioneering AI native marketing platform that empowers modern, fast-growing businesses to leverage their brand's own generative AI Model for end-to-end marketing optimization. Our platform enables businesses to drive customer retention through personalized campaigns and automated customer journeys across various channels, including Email, SMS, WhatsApp, Webpush, and Social media.
With Contlo's Brand AI Model™, businesses can orchestrate all their brand marketing activities by generating personalized marketing creatives and copies, creating behavior-based customer segments, and auto-generating customer journeys. As the Brand AI Model™ is utilized, it continuously learns, improving marketing outcomes and enhancing sales performance.
At Contlo, we are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services.
Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To succeed in this role, you should be an excellent communicator who can earn our clients’ trust. You should also be familiar with help desk software.
Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.
Responsibilities-
Respond to customer queries in a timely and accurate way, via phone, email or chat
Identify customer needs and help customers use specific features
Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
Update our internal databases with information about technical issues and useful discussions with customers
Monitor customer complaints on social media and reach out to provide assistance
Share feature requests and effective workarounds with team members
Inform customers about new features and functionalities
Follow up with customers to ensure their technical issues are resolved
Gather customer feedback and share with our Product, Sales and Marketing teams
Assist in training junior Customer Support Representatives
Requirements and skills-
1 to 3 years of Experience as a Customer Support Specialist or similar CS roles
Familiarity with our IT SaaS industry is a must
Understanding of how CRM systems work
Excellent communication and problem-solving skills
Multi-tasking abilities
Patience when handling tough cases
B.Tech/BCA degree

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