Customer Success Associate

4 hours ago

Pune, Maharashtra, India WillScot Full time
Job Description – GCC- Associate/Sr Associate Customer Success(Service), Pune

EQUIPE CONTAINER SERVICES INDIA PRIVATE LIMITED is a subsidiary of WillScot.

At WillScot (NASDAQ WSC), our 4000+ people are at the heart of everything we do. In addition to providing industry-leading pay and benefits, we provide opportunities for development and upward mobility, while investing in the communities we serve. We are the undisputed leader in providing innovative flexible workspace and portable storage solutions, serving an incredible range of customers across all industries from 240+ locations across the United States, Canada, and Mexico.

Our values are our foundation. We constantly strive to diversify our teams to ensure we have the best and brightest talent. We're deeply committed to creating an inclusive and equitable workplace where each person can contribute while being their authentic self. For more about WillScot and who we are, click here. Build your future with us

ABOUT THE JOB: This position is part of our Customer Success Team which handles both inbound and outbound transactional customer interactions. The Customer Success Associate serves as a key liaison between WillScot and our customers, ensuring a seamless experience. The role is responsible for managing service requests, reviewing invoices, resolving issues, and maintaining high standards of customer satisfaction.

WHAT YOU'LL BE DOING: Customer Support

• Serve as the primary point of contact for customer transactions from order initiation to return.

• Accurately process transactional orders, including:

• Signed lease agreements/contracts and purchase orders.

• Tax exemption certificates.

• Customer invoicing details and ACH payment setup.

• Manual invoice requests and payment processing.

• Proactive outreach regarding fees or disputes.

• Manage service requests via CRM:

• Triage and resolve issues via phone.

• Create and track service tasks.

• Communicate scheduling and post-service follow-up.

• Ensure proper billing and resolution.

• Provide general support:

• Handle inbound calls and proactively reach out to customers nearing lease end.

• Coordinate relocations and onsite takeovers.

• Process change requests and expired purchase orders.

• Escalate complex issues to specialists as needed. Customer Focus

• Strive for first-call resolution and proactive problem-solving.

• Use Net Promoter System (NPS) feedback to improve service and address internal issues.

• Build and maintain strong relationships with internal and external stakeholders.

Education And Qualifications:

• Graduate in any stream, with 3+ years of relevant experience will be considered.

• Proven experience in customer support or service, with the ability to work independently and collaboratively in a fast-paced environment.

• Strong English communication skills (verbal and written), active listening, and conflict resolution.

• Ability to multitask, prioritize, and manage time effectively. Handle high volumes of inbound/outbound calls and identify upsell opportunities.

• Proficiency in MS Office (Excel, Word, Outlook); CRM experience preferred (Salesforce a plus).

• Customer-focused mindset with adaptability to various personalities and needs.

• Maintain accurate records of customer interactions and documentation.

• Exhibit high attention to detail and follow established communication procedures. Physical Requirements

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