Customer Experience Expert

1 week ago


Noida, Uttar Pradesh, India AlignBooks Full time

AlignBooks Overview

We are a cutting-edge cloud-based ERP solution designed to simplify and streamline business operations for MSMEs, MNCs, and investors.

About the Role

We are seeking a motivated and detail-oriented Cross-Functional Specialist to join our dynamic team. The ideal candidate will focus on customer retention, satisfaction, and growth through renewals, feedback, cross-selling, and vendor management.

Responsibilities

  • Customer Relationship Management
    • Briefly describe AlignBooks' products and services to address customer needs effectively.
    • Engage with customers in a professional, friendly, and proactive manner to nurture lasting relationships.
    • Respond promptly and accurately to customer inquiries about orders, quotes, complaints, returns, and warranties.
  • Renewals & Cross-Selling
    • Drive subscription renewals by demonstrating value and proactively addressing customer needs.
    • Identify opportunities for cross-selling and upselling to enhance customer engagement and satisfaction.
  • Feedback Collection & Implementation
    • Gather and analyze customer feedback to improve products and services.
    • Collaborate with internal teams to address customer pain points and requests.
  • Vendor Management
    • Liaise with vendors to ensure seamless communication and maintain positive relationships.
    • Monitor vendor performance and escalate issues when necessary.
  • Data Management & Reporting
    • Maintain detailed and accurate records of customer interactions and account activity.
    • Generate reports to track metrics like engagement, retention, and customer satisfaction.

Requirements

  • Bachelor's or Master's degree in Business Administration, Commerce, or a related field.
  • 1+ years in customer success, account management, or a similar role (experience in SaaS/ERP is a plus).
  • Exceptional communication skills with fluency in English, both written and verbal.
  • Familiarity with CRM tools/software is highly desirable.

Benefits

  • A competitive salary of ₹ 10,00,000 per annum.
  • Comprehensive health coverage for you and your family.
  • Lunch meals provided at the office.
  • A supportive and collaborative work culture.
  • Performance-based rewards.


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