Customer Service Representative

2 months ago

Hyderabad, India Progress Full time

**JOB SUMMARY**:
This role is a total focus on customer care across our existing customers’ journey - from inquiry through to fulfilment and beyond. This position is highly strategic role in protecting our customer base and identifying growth opportunities for Progress.

Strong communications skills will drive and accelerate mutual success with our customers, partners and stakeholders in a cross-functional environment. The Customer Service Representative will have a material impact on how our customers value their investment with Progress by leveraging their investment to achieve their business outcomes. This role is responsible for continuous improvement of processes and will work collaboratively with the business unit as well as effectively communicating with internal cross-functional line of business contacts.

**WHAT YOU WILL DO IN THIS ROLE**:

- Integral member of the Customer Service team responsible for assisting customers with their licensing and activation questions and issues across all the products
- Ensuring Progress has the most up to date information for each account. Responsible for ensuring Progress has updated customer contact information, company details and visibility into which Progress products and services each customer is using.
- Assist with any day to day customer requests, activities which may arise and ensuring each request is properly tracked and routed to the appropriate Progress representative when necessary (Inside Sales, Customer Order Management team, Renewals team, etc.)
- Laser focus on helping to reduce churn and identifying opportunities for increased product usage at each account
- Ensuring and maintaining customer details are updated in Progress CRM (SalesForce) systems
- Assist Sales, Technical Support, Finance and product teams to contribute to continual customer satisfaction
- Protect the contract revenue stream
- Identify and transfer new business leads to account management teams

**WHAT THE IDEAL CANDIDATE WILL NEED TO HAVE**:

- 2-4 + years of relevant customer experience in a high-tech industry
- Highly motivated, detail oriented, results driven, with a customer first mentality and eager to learn
- Thrives in a team environment and is a self-starter who takes initiative.
- Must be able to work well under pressure, manage competing priorities, and meet deadlines.
- Ability to create & assess sales opportunities in existing customer & prospective customer organizations.
- Exceptional telephone and interpersonal skills

**Work Timings: 8PM to 5AM IST**

**If this sounds like the right career opportunity from you, we’d be happy to talk What we offer in return is the opportunity to join a talented team of bright people and to also enjoy**:

- 30 days of earned leaves plus an extra day off for your birthday, various other leaves like marriage leave, casual leave, maternity and paternity leave
- Premium Group medical Insurance for the employee and 5 dependents, personal accident insurance coverage, life insurance coverage
- A modern office with a well-equipped gym onsite, free access to yoga, Zumba classes by professional trainers
- Professional development reimbursement
- Interest subsidy on loans - either vehicle or personal loans

Progress is proud to be an Equal Opportunity Employer

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