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Key Account Manager

4 weeks ago

Bengaluru, India Swift Full time

About us:
Swift is building a next-generation checkout and fulfillment service for India - a platform rolling up payments and logistics solution for all fulfillment needs. We give businesses the opportunity to provide a customer experience at par with the likes of Amazon and Flipkart, all the while saving money and time. Think of us like Amazon without the website listing -we let our sellers design their own sales channel.

We believe there are many things a seller or small business has to worry about when selling online, logistics/payments etc. shouldn't be one of them. With our solution, SMBs and D2C brands get access to technologies and services like next day delivery, same day delivery, live package tracking, Card/Cash on delivery, scheduled delivery etc., making parcel delivery just as simple as collecting payment.

We want to be the #1 checkout platform that's reliable, easy to use and affordable.

About the role:

We are looking for Account Managers to assist our customers with their escalations when using our products and services. The candidate will provide excellent customer support during resolution of customer queries, recommending solutions and guiding users through features and functionalities. In addition you would also be responsible for maintaining a healthy account growth through upselling, cross-selling and baseline order volume growth.

Responsibilities:
The primary responsibility of the role is to interface with our customers. The candidate is responsible for managing customer expectations and escalations. Some of the responsibilities would be as follows-


• Respond to customer queries in a timely and accurate way, via phone, email or chat.


• Identify customer needs and help customers use specific features.


• Help us grow individual accounts through maintaining a healthy business relationship, exploring cross-sell/up-sell opportunities and ensuring healthy growth in baseline revenue on an account level.


• Update our internal database with information about issues and customer escalations.


• Follow up with customers to ensure their escalations are resolved


• Gather customer feedback.


• Analyze and report any platform malfunctions.

Requirements
• 1- 4 years equivalent experience


• Patience and customer empathy


• Experience talking to customers or a similar support role


• Experience with MS Office


• Exposure to escalation management software such as Freshdesk


• Excellent communication and problem-solving skills

Key Takeaways
• You get to be a part of a small, but super capable team.


• The opportunity to work closely with management to define, scope, estimate and plan various aspects of the operations process.


• As a part of a young start-up you will be involved in both high and low-level decision making with high degree of ownership.

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