International Customer Support Associate

1 month ago


Gurugram, India The Knot Worldwide Full time

Timings: 8 am - 5 pm CST, willing to work in night shift


ABOUT THE ROLE AND OUR TEAM:

  • Provide highly responsive service to TKWW Wedding Pros (vendors), efficiently and professionally via email.
  • Maintain sufficient product knowledge across all TKWW properties to provide accurate solutions and an effortless vendor 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.
  • Identify and flag any site bugs or common customer questions to Support leadership.
  • Consistently meet or exceed stated performance expectations for work quality, quantity, and impact.
  • Maintain individual and team-level ratings of satisfaction with WeddingPro Support. 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.


REQUIREMENTS/SKILLS

  • 2-3 year experience with 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 impeccable 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
  • 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
  • Ability to report to and work collaboratively with a US-based team
  • Ability to work US-based business hours to support customers and collaborate with the WPS team



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