Customer Service Executive

2 weeks ago

Kolkata, India Soffront Software Pvt Ltd Full time

we are looking to hire a Customer Success Advisor who will be responsible for providing support to CRM end customers. Manage and execute projects effectively. During problem escalations, act as a liaison between customers and another internal team.

**Responsibilities**:

- Provide support to customers in resolving technical problems
- Coordinate problem-solving efforts between customers, development software support, investigation and analysis of product problems.
- Monitor the whole ticket cycle (Open -Close).
- Manage and ensure successful Onboarding of new Clients.
- Responsible for providing training to customers as required for proper client engagement.
- Documenting notes in the system of all the client interactions with proper insights.
- Resolve any issues and solve problems throughout the project life cycle.
- Effectively manage project changes and provide status with proper documentation.
- Implement best practices for project management and execution.
- Be accountable for the assigned projects.
- Create and maintain comprehensive project documentation.
- Ability to manage client expectations while providing stellar customer service.
- Ability to multitask and manage multiple projects simultaneously.
- Ensure proper interaction with internal teams and external 3rd party vendors while managing projects.
- Involve in activities of pre-sales, CSM, QA & Services when needed to drive new sales & customer retention.
- Share / spread knowledge with team members as well as internal teams
- Ensure incidents and problems are up-to-date
- Ensure all technical and non-technical documentation is up-to-date
- Contribute to management reports

**Requirements**:

- Excellent client-facing, written and verbal communication skills
- Solid organisational skills including attention to detail and multi-tasking skills
- Experience and knowledge in other CRM products like Hubspot, Zoho, Salesforce or Microsoft CRM administration is a plus
- Experienced in managing Projects.
- Creating Knowledge Base articles, SOWs, SOPs etc

Requirements: Should be comfortable working on Rotational shift (Flexible shift, Morning shift, Evening shift, Day shift, Night shift)

Experience -min 2yrs

Location
- Remote

Notice Period-1month or who can join immediately.

**Salary**: ₹27,000.00 - ₹32,000.00 per month

**Benefits**:

- Health insurance
- Provident Fund
- Work from home

Schedule:

- Rotational shift

Supplemental pay types:

- Performance bonus

**Experience**:

- total: 3 years (required)
- relevant: 2 years (required)
- International voice process: 2 years (required)

**Language**:

- English (required)
- Health insurance

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