Customer Service

Job Title: Customer Success Associate

Work Location: Bengaluru, Hebbal

Shifts: 4:30 PM - 9:00 PM (As a Login)

Process: International Voice process ( Blended Customer Support & Sales)

Job Overview:

Customer Success Associate will be the primary point of contact for our customers. Through the interactions, they will help our customers see the value in our product/services and ensure they are able to use it to its fullest potential. The prime responsibility of this position is to manage inbound calls from our existing customers and assist in an efficient, courteous, professional manner.

The key role involves providing customer support via phone, email/chat - processing payments, scheduling services, handling general queries and cross sell our products across North America.

Roles And Responsibilities:

• Being the first point of contact for customers and handling all customer inquiries and focusing on First Call Resolution.
• The team will be responsible to ensure that our customer data is secured while taking payments/ billing queries, scheduling services, or sharing any documents requested by the customer.
• The customer success team will seek opportunities to upsell new services/cross sell additional products to existing customers after they assess their needs and requirements.
• Maintain sales pipeline and follow up towards the closure of pending sales opportunities. Perform daily sales activities, and other tasks assigned by the sales manager or supervisor.
• The team will be responsible for managing adherence and hygiene while handling these calls.
• Apply active listening skills to diffuse a potential escalation or if required follow through with the right channel for escalation.

 

Skills Required:

• Overall, 2+ years of experience with strong handling of B2B & B2C Inbound Sales.
• Excellent communication and stakeholder management with an ability to be both persuasive and influential.
• Proficient in English communication skills (Neutral). Should have great relationship building skills and customer orientation to understand customer needs and provide tailored solutions.
• Tremendous work ethic, high integrity, willingness to learn, laser-focused, passionate & committed.
• Growth mindset and high change agility – ability to learn new things quickly and can adapt to and champion change with peers and others. A Team player who thrives in a rapidly changing environment
• Disciplined in business management; adaptable to a culture of accountability; meets sales targets and operational standards.
• Must be proficient in objection handling while pitching or new sale.
• Approaches others in a tactful manner; Reacts well under pressure; Reflects/Prioritize the core values of the organization.
• Prior knowledge of waste management and environmental science will be a plus (Not Mandatory)

Experience Level

Mid Level