Customer Support Associate

3 weeks ago

Gurgaon, India Ensuredit Full time

**Responsibilities**:

- Leads and implements best practice service management and governance into each client engagement and provides resolutions to team escalations.
- Ability to provide cross functional collaboration across all departments.
- Responsible for capturing the voice of customers to track and follow up on actions.
- Responsible for delivery against the SLAs and key business measures across the team.
- Responsible for driving Service improvements and continual improvements for the account, helping to move toward greater account development and net promoter scores (NPS).
- Provide bespoke reporting for accounts ensuring data accuracy and integrity.
- Managing Incident and Delivery escalations and ensuring all the right stakeholders are involved at the right time. Support the resolution of inventory issues informed by Service Operations teams.
- You will be responsible for product adoption, account growth (upsells), and account success.
- Monitor account health and proactively reach out to clients based on key metrics & triggers specifically those customers that have low adoption./li>
- Help customers implement integrations with the ICE platform.
- Provide support for accounts that are at risk and escalated account issues.

**Skills and Qualifications**:

- Any graduate / PG
- Customer focussed
- Have a customer focussed approach in everything and always work with a sense of responsibility and ownership.
- Stakeholder Management
- Creating a positive relationship with all stakeholders and collaborating to achieve a successful outcome.
- Continual Improvement to understand customer s business and operations, define Service Improvement Plans (SIP) and Continual improvement in the service and processes.
- 2- 4 years of experience in a customer-facing support/success/account management role.
- Customer experience champion.
- Excellent oral and written communication skills.
- Consultative approach & stakeholder management.
- Deep customer empathy.
- Exceptional SaaS product knowledge.
- Ability to effectively manage delicate customer situations.
- Organized and reliable - Able to work as a team with little direction when necessary.

**Industry**:

- Insurance

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