Customer Success Associate

3 months ago

Gurugram Haryana, India Whitefield Careers Full time

**Job Overview**:
As a Customer Success Associate specializing in the Chat Process, you will be responsible for engaging with customers via chat to ensure they have a seamless and positive experience. Your role will involve addressing customer inquiries, resolving issues, and providing guidance on product features and services. Fluency in English is essential as you will be communicating with a diverse customer base.

**Key Responsibilities**:

- **Customer Support**:

- Respond promptly to customer inquiries via chat.
- Provide accurate information and resolve issues efficiently.
- Guide customers through product features and services.
- Escalate complex issues to the appropriate department when necessary.
- **Customer Engagement**:

- Build strong relationships with customers by understanding their needs.
- Proactively reach out to customers to ensure satisfaction and retention.
- Follow up on customer interactions to ensure issues are fully resolved.
- **Product Knowledge**:

- Maintain an in-depth understanding of the company’s products and services.
- Stay updated on new features, updates, and policies.
- Educate customers on how to use products effectively.
- **Process Improvement**:

- Identify common customer issues and suggest improvements to processes.
- Provide feedback to the product and development teams based on customer interactions.
- Contribute to the creation and maintenance of a knowledge base for customers.
- **Performance Metrics**:

- Meet or exceed customer satisfaction targets.
- Adhere to response time and resolution time KPIs.
- Track and report customer interaction data for analysis.

**Qualifications**:

- **Language Skills**: Fluency in English is mandatory; excellent written communication skills.
- **Experience**: 2 -3 years in a customer support or customer success role, preferably in a chat process.
- **Technical Skills**: Familiarity with CRM systems, chat software, and support tools.
- **Problem-Solving**: Strong analytical skills with the ability to quickly identify and resolve customer issues.
- **Customer Focus**: Passionate about customer service and eager to create positive customer experiences.

**Experience**:

- Customer support: 2 years (preferred)

Work Location: In person

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