Customer Service Representative

4 months ago

Bengaluru Karnataka, India Gain.pro Full time

**_Who are we?_**

Gain.pro is on a mission to provide global private market visibility. Our industry-leading platform combines advanced AI tech with local-for-local research. It delivers the highest quality information on the companies that matter to you most.
We serve 100% of MBB/Big-4 advisories, clients representing >$500bn of private equity capital and more than 70% of the top-20 global M&A houses. Examples include Blackstone, Goldman Sachs and McKinsey. We lead the market on customer satisfaction, as validated by external research (User Evidence survey 2023). Gain.pro has been named as one of Europe’s top 50 fastest growing businesses, operating globally with offices in Amsterdam, London, Frankfurt, Warsaw, and Bangalore.

The Global Research Centre in Bangalore is set to drive the company's ambitions to become the leading global market player. We are looking to scale up our team with high calibre, experienced individuals, motivated for a high growth career path at a leading international Fintech player.

**_ What will be your responsibilities?_**
- You will be the backbone of our customer service, supporting our Customer Success team across regions. As Customer Service Representative you will work independently, act as the key contact for customer support and support our strategic market initiatives. This entails:_
- **_Customer Support -_**_ You maintain a positive, empathetic and professional attitude toward customers at all times, resolving customer queries in a customer-centric way_
- **_Being the voice of the customer -_**_ You gather and structure feedback from customers that is used by the entire organization to improve our product and develop new features_
- **_Research support and preparation_** -** You support our research function in vetting and prep work for investor portfolios coverage based on customer requests.
- **_Gathering customer information _**_- As a core member of our client-facing team you will engage with our clients proactively to support strategic initiatives_
- **_Driving cross team collaboration_**_ - As a focal point for the quality of our end users’ experience you will regularly liaise with all different departments and verticals_
- **_Using digital tools in your daily work -_**_ You efficiently leverage tools like our CRM system and CS tools to ensure a smooth user experience and proactively act upon relevant CS KPIs_
- **_Optimizing our ways of working_**_ - You can actively shape our processes and structures as we grow and drive the future of Customer Success at _Gain.pro_
- Above all, as an early member of our overarching Go-to-Market team, you will have plenty of room to shape your role. Depending on your spike, you can further grow within the organization into different teams and verticals._

**_
Who are you?_**
- We are looking for someone who is passionate about supporting and exciting our customer group of PEs, M&A Advisors and Consultancies. You like to roll up your sleeves and are excited about the tech-enabled future of deal making. Moreover, we are looking for the following:_
- **_Relevant experience -_**_ You have excelled in a client-facing or research-focused role, ideally in the PE/M&A industry, for at least 4 years._
- **_Education -_**_ You hold a university degree from a leading university._
- **_Customer-centric_**_ - You have a value-driven customer-first mindset and are keen to deliver top customer experience._
- **_Structured -_**_ You are well organized and can manage diverse priorities_
- **_Communication -_**_ You are able to manage customer satisfaction through active listening and problem-solving. You have excellent communication skills, both verbal and written._
- **_Languages -_**_ You are fluent in English._
- **_Flexibility in work timings - _**_This newly formed Customer Service team is intended to be a 24*7 operation in multiple coverage shifts when fully scaled to support our global growth journey. At this point we are looking for team members to flexibly cover two shifts, with each team member covering one shift per day for 5 days a week (including weekends), in a rotational manner. _
- Shift 1: 12:00 IST to 21:00 IST_
- Shift 2: 21:00 IST to 5:00 IST_

**_ Bonus points for:_**
- _Experience with customer-centric approaches_
- _Experience within the PE/M&A industry_
- _Experience with company research_

**_What we offer:_**
- Flexibility and freedom
- Excellent compensation plus night shift / weekend shift allowance as per policy
- A supportive and collaborative team culture
- Well-funded company that is healthy and fast-growing
- Company-wide outings and events
- We are the European leader with global aspirations, working towards unicorn status; this is the right time to come onboard and take that ride with us

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