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Customer Success Representative

2 weeks ago

Bengaluru Karnataka, India HomeLane Full time

Job Description
- About the opportunity:
Providing customer satisfaction across all social platforms. This role will work within the customer experience team and require coordination with internal teams to solve customer queries and complaints. Main ask from the person in this role will be to improve brand image.

Role & Responsibilities:

- Respond to all the engagements across Homelane's social media platforms.
- Keeping the customer and stakeholders informed about the status of the problem.
- Working knowledge of excel google sheets to work on various reports.
- Documentation of all customer issues via relevant tools, while following up on them in a timely manner.
- Ability to multitask, Applicant may be required to handle customer queries on channels other than social media if the need arises.
- Flexibility to work on different projects in addition to Online management.
- Flexibility to work from office 2 days a week.
- Qualifications:

- Fluent command over English Language and other regional languages like, Kanada, Tamil, Telegu, Marathi, Bengali, Malayalam etc
- Ability to effectively communicate information in written format.
- Applicant must be able communicate effectively over calls with customers as well.
- Capability of turning a negative sentiment to a positive or neutral one just through written communication or by connecting with Cx over a call will be greatly valued.
- Knowledge of platforms like Facebook, Instagram, X,com and Linkedin along with reviews sites like Google listing reviews, Playstore reviews, Mouthshut reviews.
- Knowledge of listening tools like Sprinklr, Locobuzz, simplify360 etc.
- Experience in Online Reputation Management is a must.
- Prior Experience in Customer Support will be a plus.