Customer Service Associate

ROLE DESCRIPTION

Function :
Client Servicing

Job Role :
Customer Support Associate

Job Type :
Intern or Contract to Hire

Location :
Bellandur, Bangalore

About Us :

kristalball smart solutions pvt. ltd is a fast growing start up bringing innovative products to the market. Our first product
kristalball AI for hospitality
empowers the hospitality industry to maximize margins & ROI through smarter inventory management & supply chain analytics. Our powerful AI & SMART tech. significantly improve productivity & profitability. Top hospitality venues comprising marquee hotels and bar chains are already availing margin and ROI benefits of kristalball in 'reimagining hospitality'.

We are building a winning team of risk-takers, innovators, problem solvers & relationship builders who are passionate about customer-centricity & technology that improves business outcomes. If you are skilled, driven, and eager to be part of a growing business, we want you on our team.

For more information, visit

About the Role :

We are looking for dynamic, motivated Client Servicing & Operations talent to join our team. This is a great opportunity for a self-starter who excels in a fast-paced, results-oriented environment and is excited to be part of building a high growth company bringing innovative products to the market.

Role Expectations :

Client Servicing

KRA : Client Retention & Satisfaction

• Be accountable for successful kristalball deployment, training, onboarding and maintenance requirements.
• Provide excellent customer service including administrative support and smooth communications for existing customers. Ensure prompt resolution of any issues. Maintain proactive feedback loops.
• Track & communicate improvements in client metrics and prepare monthly, quarterly and annual insights for client consultations.
• Draw patterns from client usage/data to aid future product development and AI journey.
• Conduct UATs of the product before it goes to clients. Work with the technology team on QA & product enhancements.
• Drive usage of relevant product features for stakeholders within the client group.

Research & Innovation

KRA : Innovative, Implementable Ideas on product or market success

• Contribute to new innovation via. research & recommendations on trends impacting our customers across business & technology.
• Connect the dots between evolving customer needs & our product journey. Have valuable input into product development.
• Be Innovative and contribute to a culture of Innovation at kristalball.

Customer Growth

KRA : Customer acquisition or retention, Unique & Creative Communication that builds greater relevance for kristalball within the hospitality and tech ecosystem

• Develop creative, effective marketing collaterals & channels. These can be for client acquisitions, retention or awareness building programs for the ecosystem. These may include presentations, data analytics, videos, website & social media updates & other.
• Keep product user manuals up to date and evolve better, creative ways for enhancing customer onboarding & training.
• Develop opportunities for marketing activities.
• Create customer delight in interactions - verbal, written.
• Effectively plan, execute & communicate on sales & customer retention deliverables. Develop structured processes for identifying, acquiring and retaining target customers & optimize resources.

Skill Expectations :

• Problem Solver:
  Exceptional problem-solving abilities, Creative and analytical thinking to tackle any challenges & find effective solutions.
• Communicator:
  Excellent verbal and written skills to convey complex concepts to any audience.
  Have the ability to think on their feet.
  
• Team Collaborator:
  Ability to fit in with diverse teams, adapting to different dynamics and styles.Strong relationship skills, empathy, adaptability and a collaborative spirit.
  
• Adaptable & Resilient:
  Embracing change, learning new areas, technologies, and bouncing back from setbacks.
• Detail-Oriented:
  Highly organized with excellent attention to detail,
  Excellent work quality, spotting potential issues early and ensuring resolutions based on a sharp ability to draw & communicate relevant insights from numbers / data as well as a thorough evaluation of the pros and cons of potential solutions.
  
• Executor: '
  Gets the job done' on time & on quality, delivers against commitments consistently and maintains open channels of communication.
• Continuous Learner:
  A perpetual student of business, technology & people, eager to grow and stay ahead of trends.
• Ownership & Reliability:
  You're not just part of the team; you're a pillar of dependability, trust and integrity. You can be trusted to make the right decisions. You have an entrepreneurial mindset and are willing to roll up our sleeves to achieve key objectives even if it is outside this JD.
• Must be willing to travel intra city, inter city. Flexible to work late nights or weekends at times based on client requirements.

Qualifications & Experience :

• Bachelors or Masters Degree in Business, Commerce, Hotel Management or Engineering.
• Prior experience in startups or hospitality or SAAS/Product B2B client relations is an advantage.
• Multi-Lingual - Knowledge of local languages. eg. Kannada in Bangalore, Hindi & multiple languages is an advantage.
• Owning your own vehicle is an advantage.
• Proficient in MS office/Canva/Google docs. Etc.