Customer Experience Specialist

6 days ago

Kondhwa Pune Maharashtra, India Pragmatic Techsoft Pvt Ltd Full time ₹ 3,00,000 - ₹ 6,00,000 per year

Job Title: Customer Experience Specialist

Roles and Responsibilities

  • Identify leaders who are not filling the tracker on weekly basis
  • Send message to leaders who are on filling trackers and get it done from them on Monday or tuesday next week

  • Report to HRBP and Project Manager about those leaders who are not filling the tracker.Roles and responsibilities:

  • Kick off mails/ meetings:

  • Attending the kick off meetings once invitation is received by the Sales team.
  • Monitoring regarding MOM is sent by the Operation team after the Kick off meeting.
  • Clarity of project type, billable hours, payment milestones should be discussed and prepare a project master details and get sign off from the customer.
  • Customer Feedback:
  • Handle customer inquiries via phone, email, and other communication channels in a timely and professional manner
  • Provide exceptional customer service and support by taking weekly feedback of current projects of clients (Weekly basis)
  • Depending on the feedback appreciating the leaders of the project and escalating to leaders regarding dissatisfaction of clients. Also, keep Project Manager in CC.
  • Escalation handling:
  • When escalation comes first discuss with HRBP.
  • Discussion of HRBP with Operation Lead and Project Lead to understand the challenge from our side.
  • Schedule a call with Customer to understand their side along with HRBP.
  • Discuss the issue with HRBP, Operational Head and come up with a resolution.
  • Schedule a call with the Customer and deliver the resolution. If the customer is still not satisfied, re-discuss with Operation Head and HRBP and reschedule call with Customer and update accordingly
  • Ticket Management:
  • Attending and allocating tickets within 24 hrs and resolving the tickets within 72 hrs.
  • Sending mails to clients regarding closure of tickets keeping the operation team in loop.
  • Taking acknowledgement regarding closure of ticket from client.
  • At the end of the month share a list of the tickets to Vinoth for approval of incentives.
  • Upsells:
  • Interacting with client and understand the business requirements so as to do upsell ( by attending Kick off meetings)
  • Tactical and strategic Meeting:
  • Attend tactical and strategic meetings and discuss the feedback of the clients on current projects.
  • Escalating the issues raised by clients
  • Recommendation on overcoming the escalations in future.
  • Testimonials and Feedbacks from clients:
  • Taking feedback from clients once the projects and support packs are completed.
  • Taking testimonials from old and new clients
  • Tracking of post sales estimates:
  • Monitoring of sales estimates sent by the operation team and getting it done at the earliest.
  • App Store meeting: Attending an app store meeting and sending MOM of the meeting.
  • Coordinating with Operation Manager and App Store team regarding app store related tasks.
  • Video Review :
  • Take access of sales Person Recorded video initially of all meetings in a day.
  • Compare with a tracker and actual video if the sales process was followed. Give feedback daily on previous days calls on chat.
  • Monitor improvements.
  • Review of the videos for closed deals.

Incentives applicable:

Support Ticket should be resolved within 72 hrs(Rs.250 per ticket)

Upsells

Upsell INR 1 rs for every $1 of upsell

Job Types: Full-time, Permanent

Pay: ₹30, ₹40,000.00 per month

Benefits:

  • Health insurance

Application Question(s):

  • Are you from Pune

Experience:

  • total work: 3 years (Required)

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