Role

Core responsibility of a Customer Support Specialist is to action transactional requests raised by Multiplier customers/members & provide ideal resolution relying on the processes laid out. Customer Satisfaction and one-call resolution would be the key metric to be achieved. Our KPIs should be 2 hour response time and 6 hour resolution

Key Requirements

● Respond to customer queries in a timely and accurate manner, mostly via intercom and Zendesk

● Identify customer and member needs and help them use specific product features.

● Analyze and report product malfunctions (by testing different scenarios or impersonating users)

● Share feature requests and effective workarounds with product team members ● Inform customers and members about new features and functionalities along with solving customer queries

● Constantly track customer and member pain points and provide process-related improvement ideas

● Ensure member and customer satisfaction is achieved as the top priority focusing on strong NPS and MSAT.

● Provide 6 hour resolution to all tickets and queries.

● Be the first to defend and resolve all queries and tickets.

● Maintain 0 open tickets per day

Pre-requisites (Must have)

● Very strong problem solving skills & decision making ability

● High attention to detail

● Customer centric thinking (think first in users’ shoes)

● Very good communication skills : user context vs internal stakeholders, written and spoken; English and Hindi(spoken)

● Good with data - preparing basic reports, tracking and reporting

highlights/insights

● Good working knowledge of CRMs and Workflows,

● Experience working in voice (inbound and outbound) and Non voice processes

● 2+ years of experience in supporting go to market experiments, beta product launches, OR managing escalation desks working with senior stakeholders, OR part of process teams supporting similar projects

● Strong understanding of processes and experience of managing SLAs, TATs,

Tools & Skills (Preferred)

● Vernacular (International) language (preferred)

● Advance MS office (Excel), Process applications - CRM, Zendesk

Perks

Work from a newly set-up office in Pune in a Hybrid Work Model
Equipment you need to do your job
Health Insurance

Senior Frontend Engineer

Remote

Software Development

Full Time - Remote

Job Description