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Customer Support Executive

2 weeks ago

Ahmedabad, India SalesHandy Full time

Highlights of some of the key achievements of the Customer team at SalesHandy.
- Achieved an NPS score of 30.
- Rated 4.5 by more than 300 users in G2crowd, getapp, chrome store, and other software discovery portals.
- Adding more than 300 customers every month

Up next, the challenges we are looking forward to solving:

- Hitting 100k MRR goal (Adding 500 new customers a month)
- Reducing the churn rate by increasing the service standards (i.e onboarding, demo, success, etc.)
- Structuring the team to specialise on each functional activities i.e SDRs (lead qualification), AEs (demo & MRR $$), CS (Retention & Upgrades) etc.

Now your turn,

Are you a customer-obsessed, flexible, smart and analytical, strategic yet execution-focused, hungry and passionate about SaaS, experienced, and entrepreneurial leader with a strong work ethic? Interested in working in a high-impact role?

If yes, this opportunity will appeal to you.

What will I be doing?
- Assisting the customers who use the company’s product, replying to inbound queries.
- Get on a web conferencing with users to help them with the product.
- Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.
- Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.
- Handle and resolve customer requests and complaints.
- Report to the support manager every week along with the weekly report of your metrics.

What key performance indicators will I own?
- First Response Time/Average Response Time.
- Customer happiness score
- Average Resolution Time.

What skills do I need?
- Excellent communication & writing skills
- Great problem-solving abilities
- Self-driven and proactive nature
- Patience when handling tough cases
- High computer literacy and ability to learn new software
- Knowledge of customer success processes
- Agile approach and being coachable at all times
- Passion for talking to customers all day, every day
- The ability to explain complex topics in easy to understand and concise language [English]
- Ambition, eagerness, and the will to learn and improve upon your own skills

Why work with us
- Opportunity to work with customers across the globe
- Excellent growth opportunity and open culture to ensure best ideas win
- Well defined training program to enhance your skills
- A clear career path with on job career guidance
- Be a part of learning culture
- Be a part of a fast-moving & growth startup
- Leverage the benefits of working in product based company

**Salary**: ₹107,401.59 - ₹534,814.23 per year

**Benefits**:

- Cell phone reimbursement
- Flexible schedule
- Internet reimbursement

Schedule:

- Morning shift
- Rotational shift
- UK shift
- US shift

Ability to commute/relocate:

- Ahmedabad, Gujarat: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Higher Secondary(12th Pass) (preferred)

**Experience**:

- Customer support: 2 years (preferred)
- client handling: 1 year (preferred)

**Language**:

- English (preferred)

Shift availability:

- Day Shift (preferred)
- Night Shift (preferred)

**Speak with the employer**

+91-XXXXXXXXXX