Chat Support Executive

5 months ago

Ahmedabad, India Ikigai Infotech LLP Full time

Hey,


At Saleshandy, we're building the sales engagement platform of the future. We're building product toward eliminating manual processes and helping companies generate more replies/book more meetings / generate leads (faster). Since our founding in 2016, we've grown to become a profitable, 100% geographically dispersed team of 65+ high-performing happy people that are dedicated to building a product that our customers love.


Customer team at Saleshandy serves around 4000+ customers across the globe. 


Highlights of some of the key achievements of the Customer team at Saleshandy.
- Achieved an NPS score of 40.
- Rated 4.5 by more than 300 users in G2crowd, getapp, chrome store, and other software discovery portals.
- Handling 3000+ customer conversions a month


Up next, the challenges we are looking forward to solving:
- Evolve self-serve systems for customer support. Write crisp FAQs for customers. Improve AI auto-suggestion mechanism
- Reduce churn rate by enhancing the support standards (i.e onboarding, demo, success, etc.)
- Evolve internal customer support handbooks for faster and accurate responses.

Now your turn,

Are you a customer-obsessed, flexible, smart and analytical, strategic yet execution-focused, hungry and passionate about SaaS, experienced, and entrepreneurial leader with a strong work ethic? Interested in working in a high-impact role?

If yes, this opportunity will appeal to you.

What will you be doing?
  • Assisting the customers who use the company’s product, replying to inbound queries.
  • Get on a web conferencing with users to help them with the product.
  • Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.
  • Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.
  • Handle and resolve customer requests and complaints.
  • Report to the support manager every week along with the weekly report of your metrics.

Note: Major volumes of user queries that we get are through Chat & Email. We also have to jump on calls with clients over web conferencing. Our major users are from American and European time zones, hence the shift timing will correspond to the same.

What key performance indicators will I own?
  • First Response Time/Average Response Time.
  • Customer happiness score
  • Average Resolution Time.
You should have...
  • Excellent communication & writing skills
  • Great problem-solving abilities
  • Self-driven and proactive nature
  • Patience when handling tough cases
  • High computer literacy and ability to learn new software
  • Knowledge of customer success processes
  • Agile approach and being coachable at all times
  • Passion for talking to customers all day, every day
  • The ability to explain complex topics in easy-to-understand and concise language [English]
  • Ambition, eagerness, and the will to learn and improve upon your own skills
Why should you join Saleshandy?
  • Opportunity to work with customers across the globe
  • Excellent growth opportunities and open culture ensure best ideas win
  • Well-defined training program to enhance your skills
  • A clear career path with job career guidance
  • Be a part of the learning culture
  • Be a part of a benefits of working in product based company
Other Perks:
  • Personal Development — an annual budget for books, courses, and conferences
  • Medical Insurance — we offer health insurance allowance to all the teammates
  • Annual team retreats — to amp up the entire team's energy every year, we take a retreat. you will decide on the place. Check out our recent Yashal (Head of Customer Success)Step 4: Work on a small assignment.Step 5: Second round interview to gauge if you are a good culture fit.Step 6: Job Offer (contingent on the above steps) & Welcome to the ikigai tribe

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