Post-Sale Concierge

6 days ago

Mumbai, Maharashtra, India Newage Products Full time ₹ 2,00,000 - ₹ 8,00,000 per year

Role & responsibilities

  • Developing & maintaining strong personalized relationships with VIP clients, providing timely and courteous customer support throughout their entire customer journey, ensuring that the NewAge Products brand is represented well
  • Delivering exceptional service and ensuring customer satisfaction with each interaction
  • Swiftly resolving any issues or concerns raised by VIP clients
  • Assisting VIP clients with inquiries, resolving issues, and providing product or service information.
  • Collaborating with team members and other departments to resolve complex customer issues & to ensure exceptional service for VIP clients
  • Working closely with cross-functional teams, carriers, and warehouses to streamline and coordinate design, installation, and delivery services
  • Maintaining a high level of process and product knowledge to effectively assist clients
  • Troubleshooting technical problems and escalating issues to the appropriate teams when necessary
  • Documenting customer interactions and ensuring accurate and thorough case records
  • Handling confidential information with discretion and professionalism
  • Ensuring compliance with company policies and procedures
  • Tracking of VIP customer feedback to identify areas for improvement, share findings with management to implement improvements, increase VIP customer satisfaction and loyalty
  • Developing strong sustainable relationships throughout the organization

Preferred candidate profile

  • Minimum criteria is graduation in any discipline from a recognized university or institution
  • Exceptional communication skills (written and spoken) are mandatory
  • Proven ability to deliver exceptional customer-centric service
  • Willingness and availability to work full-time during evening and night shifts, aligning with North American time zones
  • Flexibility to work on select public holidays and occasional weekends, as business needs arise
  • Strong problem-solving abilities and a patient and empathetic approach to customer interactions
  • Ability to adapt to evolving technologies and learn new software quickly
  • Detail-oriented with strong organizational skills
  • Basic computer skills for data entry and using customer support software
  • Minimum 5 years experience handling customer support communications in a Contact Centre environment
  • Minimum 2 years experience collaborating on cross-functional projects related to Customer Experience or similar area of the business
  • Proven proactive, results-oriented leader with exceptional motivational, negotiation, and influencing skills; approachable, compassionate, and genuine
  • Ability to build, maintain, and sustain strong relationships; attract, recruit, train, develop and retain talent as required
  • Proven analytical, planning, organizing, delegating, communication, and presentation skills
  • Proficient with various platforms for managing an eCommerce business; Microsoft Office (Word, PowerPoint, Excel, Outlook), SmartSheet, Salesforce, Shopify, SAP, Tableau, and/or other related tools and programs
  • Ability to effectively manage multiple priorities and demands in a fast paced, time-sensitive environment; thrives in an environment of change and ambiguity

Candidate should have below requirements at their home for WFH

  • Steady broadband or cable Internet
  • Appropriate working desk for Work from home

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