Executive - Customer Success

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• In terms of functional roles, the team is involved in:

1. Customer Onboarding and handholding for the initial 3 months
2. Customer Support and Troubleshooting through multiple channels including phone, email, chatbots etc
3. Reporting, Tracking and MIS for enterprise clients
4. Bespoke process for large enterprise clients
5. Liaising with product and operations teams
6. Internal performance-driven activities including forecasting, client retention,
7. CSAT and NPS measurement and corrective actions

Any graduation,

Job Responsibilities:

• Meet targets by answering customers queries through a ticketing system (Inbound / Outbound calls / Emails)
• Go above and beyond to create a delightful experience for the customer
• Research required information on IDfy Portal in order to solve customer queries and issues
• Identify and escalate priority issues, and report to the high-level management
• Route inbound calls to the appropriate resources.
• Documenting notes on cloud-agent after each call interaction
• Follow the scripts and processes after having a complete understanding of the customer query
• Understand the BGV industry in order to answer to the client needs
• Invite customers to share CSAT scores on mails and calls
• Communicate and coordinate with the operations teams and sales department
• Track reports for customized processes of specific clients

Skills Required:

Excellent communication skills,Customer Service Support,Clear Communication,Result Orientation,

Candidate Attributes:

• Have a good focus and complete the tasks from beginning to end in a good time frame
• Listening and reading carefully clients mails
• Develop an understanding and empathy towards clients/candidates problems
• Being able to follow strict conditions
• Able to maintain customer confidentiality
• Adopt an empathetic approach towards the client with politeness and pleasant attitude