Customer Support Associate

Glint is India's first hyperlocal company for autocare based out of Chennai.We've created a new category of car services with cutting-edge software and best-in-class operating procedures that enables hassle free car maintenance.
Glint's near term vision is to play a vital role in this gig economy and create a strong brand value by providing a highly reliable service with good quality by leveraging its state-of-the-art tech platform.
We are currently operating in Chennai and Coimbatore.
At Glint, we are looking for a Customer Support Associate to work with our Leadership Team and be an advocate for better customer experience.
The best fit for us : We are looking for accountable and self motivated people who have a keen interest in working in early stage startups. 1-3 years of experience in Customer support working in Chat Support or Voice process is a must. Ability to work with cross functional teams in the company. Advance knowledge in excel and have better understanding with metrics. Excellent communication skills and ability to handle escalations. Well verse knowledge in handling the tickets with a given TAT time. Experience working in an early startup is a brownie point. Language to be known : English and Tamil How does your day look like at Glint ? As a Customer Support Associate at Glint, your day would encompass managing and overseeing the customer support operations. Team Management: Lead and manage a team of customer support representatives, ensuring they are well-trained, motivated, and productive. Assign tasks, set goals, and provide guidance and support to ensure exceptional customer service. Customer Service Strategy: Develop and implement a customer service strategy that aligns with Glint's vision and goals. Continuously evaluate and improve customer support processes, systems, and policies to enhance customer satisfaction. Customer Issue Resolution: Take ownership of complex or escalated customer issues and provide timely and effective solutions. Coordinate with relevant teams, such as technicians or operations, to ensure prompt resolution of customer complaints or concerns. Training and Development: Conduct training sessions for the customer support team to enhance their product knowledge, customer service skills, and problem-solving abilities. Provide ongoing coaching and feedback to help them improve their performance. Performance Monitoring and Reporting: Monitor customer support metrics, such as response time, resolution time, customer satisfaction scores, and ticket volumes. Generate regular reports and analyze data to identify trends, areas for improvement, and opportunities to enhance the overall customer experience. Customer Feedback and Insights: Proactively gather customer feedback through various channels (surveys, calls, emails, etc.) and use the insights to identify areas of improvement. Advocate for customer needs within the organization and collaborate with cross-functional teams to implement customer-centric solutions. Process Optimization: Continuously review and optimize customer support processes to ensure efficiency and effectiveness. Identify bottlenecks, streamline workflows, and implement tools or technologies that enhance the team's productivity and the overall customer experience. Quality Assurance: Implement quality assurance measures to ensure consistent and high-quality customer interactions. Develop and enforce customer service standards and guidelines, conduct regular audits, and provide feedback and coaching to improve the team's performance. Customer Relationship Management: Build strong relationships with key customers, including car owners, fleet operators, or partners, to understand their needs, address concerns, and identify opportunities for business growth and retention. Collaboration and Coordination: Collaborate with other teams, such as marketing, operations, and product development, to share customer insights, drive process improvements, and contribute to the overall success of Glint. Maintain open lines of communication and ensure cross-functional coordination.

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