Customer Support

10 hours ago

Bengaluru Karnataka, India Powerplay Full time

**About us**

We are Powerplay, India’s 1st mobile app for construction. In simple words, it’s the "Slack for Construction Industry". It replaces WhatsApp groups and helps the contractors to collect money faster by improving their site to office communication. Founded by IIT Roorkee alumni - Iesh Dixit and Shubham Goyal. Backed by industry experts and leading VCs like Sequoia, Accel, and India Quotient.

**Why join Powerplay**

We are on a mission to empower construction workers with great design and technology to fasten Indian infrastructure development. The second largest industry in India - Construction is making a transition from pen and paper to digital, on Powerplay. So, if you want to help and impact the 16% working population of India employed in construction, you will love to work here.

Also, each and every person who joins Powerplay absolutely loves what they do. Time just passes for us when we work. We believe that is the only way to do great work. If you resonate with this, come join us

**About the Role**
- Operationalize process for presales/sales/support and improve teams efficiency
- Identify Training needs and delivery effective training
- Define goals and KPI to monitor and measure team performance
- Manage adherence to KPI’s and implement course correction
- Preparing dashboard on key metrics for management reviews and action items for

improvement.

**Duties and Responsibilities**:
Job function will revolve around two core functions,

1. Call Management:

- Should be able to define targets based on call quality, connectivity, CSAT and other relevant metrics for teams.
- Having a good understanding on how a CRM platform functions, must have experience in handling CRM platforms ( Eg. leadsquare, exotel or similar)

2. Customer Relationship Management (CRM):

- Ability to understand customer journey through various stages of the acquisition cycle and implement it on CRM.

**Key Deliverables**:

- Define the process for each channel and how customer success can be improved by agents. -Should have experience in integrating and migrating new business and processes to standards defined by the team.
- Provide quality assurance reviews for existing and acquired business on support and call processes, identify areas of improvements, and implement solutions to achieve results.
- Develop and implement customer service policies and procedures in line with our quality expectations
- Defining training needs, ensure proper training are provided to Sales and Support team on their operational activities.

**Qualifications and Skill Requirements**:

- 3+ Years of working in a BPO or Helpdesk/support/sales services organization managing customer acquisitions.
- Master or Bachelor’s degree, or equivalent education or work experience.
- Should have experience in managing projects with teams spread out across India.
- Good communication

**Job Types**: Permanent, Contractual / Temporary

Pay: ₹11,783.09 - ₹28,890.08 per month

Schedule:

- Day shift
- Weekend availability

Work Location: In person

**Speak with the employer**
+91 7019552851

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