
Expert Customer Experience Specialist
2 days ago
A cutting-edge WhatsApp-based marketing and engagement platform empowers businesses to grow their revenues via WhatsApp.
- We have served 100,000+ clients, including leading brands like Adani, Delhi Transport Corporation, Yakult, Godrej, and Wipro.
- Average 400 Crore WhatsApp messages are exchanged yearly between businesses and users via our platform.
- We are trusted by top brands like Delhi Transport Corporation, Vivo, PhysicsWallah, and more.
The Opportunity
- Join a dynamic team passionate about delivering exceptional customer experiences.
- Gain hands-on experience in building and optimizing support systems and processes.
- Collaborate closely with founders and leaders, sharing insights and receiving direct feedback.
- Be part of a mission-driven startup shaping the future of WhatsApp-led engagement.
Responsibilities
- Customer Interaction: Manage customer inquiries across phone, email, live chat, and social media platforms.
- Product Assistance: Provide accurate product/service information, handle complaints, process orders, and manage returns.
- Troubleshooting: Resolve product-related issues promptly to ensure high customer satisfaction.
- Customer Records: Maintain detailed records of all interactions in CRM/support tools.
- Product Knowledge: Develop expertise in our platform to deliver effective solutions.
- Performance Goals: Collaborate with the support team to achieve and exceed KPIs/SLAs.
- Feedback Analysis: Collect and analyze customer feedback, working with product and tech teams to improve user experience.
- Process Improvement: Contribute to the creation and refinement of support processes, tools, and workflows.
Qualifications
- 2-6 years of experience in customer support or a related role (B2B SaaS experience preferred).
- Strong communication skills with a customer-centric mindset.
- Proficiency in support platforms (e.g., Zendesk, Freshdesk, LiveChat) and CRM tools.
- Empathetic, solution-oriented, and passionate about delivering exceptional customer experiences.
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