Customer Support Excellence Specialist
2 weeks ago
Transforming Customer Experiences at Locus
Locus.sh, a pioneering logistics technology company, is revolutionizing the supply chain landscape with cutting-edge solutions. As a Customer Success Engineer, you will be part of our vibrant team of 170+ visionaries, shaping the future of logistics and driving impact.
We're looking for an exceptional customer support champion who can deliver delightful experiences, enhance our customer experience, and become the voice of the customer. If you believe in making a difference through technology and creating a lasting legacy, join us on this exhilarating growth trajectory.
About the Role
- Interact with customers via phone, email, and chat to resolve complex support queries and account management functions.
- Communicate technical topics clearly to customers over tickets, calls, and other channels.
- Troubleshoot customer inquiries, providing exceptional service experiences along the way.
- Become an expert on the Locus platform, educating customers on best practices.
- Investigate and escalate critical issues to relevant stakeholders.
- Work closely with the Customer Success team to inform them of important customer interactions.
- Contribute to Help Centre articles and curate content to ensure customers have access to self-serve information.
- Analyze SLAs, response times, and open tickets to develop effective frameworks for managing customer support.
- Strategize using data and reporting to improve phone/ticket processes and internal operations.
Requirements
- 2-4 years in customer-facing support roles.
- Excellent English language skills, with fluency in reading, writing, and speaking.
- Business writing, grammar, and mechanics expertise.
- Demonstrable problem-solving and troubleshooting skills.
- Good technical aptitude to ramp up on technical concepts.
- Familiarity with SaaS products or the logistics tech industry.
- Experience working with Excel and REST APIs is a plus.
What We Offer
- A comprehensive Health Insurance policy covering you and your loved ones.
- No leave restrictions, allowing you to manage your own leaves.
Estimated Salary: ₹800,000 - ₹1,200,000 per annum (dependent on location and experience)
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