Job Description
Job Responsibilities:
• Define customer service and support philosophy and culture for our product.
• Improve customer service experience, create engaged customers and facilitate organic growth.
• Take ownership of customers issues and follow problems through to resolution.
• Set a clear mission (supported with relevant KPIs) and deploy strategies focused towards achieving that mission.
• Develop service procedures, policies and standards.
• Keep accurate records and document customer service actions and discussions.
• Analyse data and compile accurate reports on customer service and support metrics, team’s performance (both team and individual members).
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
• Keep ahead of industry’s developments and apply best practices to areas of improvement.
• Optimise resources and to achieve qualitative and quantitative targets.
• Maintain an orderly workflow according to priorities
Eligibility :
• 8+ years experience in customer service, customer support, customer relationship management, experience in high-performing, direct-to-consumer tech startups and/ or established SaaS businesses.
• Excellent knowledge of customer service and customer relationship management (CRM) software, databases and tools.
• Awareness of industry’s latest technology trends and applications related to customer service and support.
• Strong analytical skills to build dashboards to monitor the health and improve our customer service and support.
• Influence the reviews and ratings of product across Google Play Store, App Store and other review-based websites.
• Ability to think critically, strategically and to lead.
• Advanced troubleshooting and multi-tasking skills.
• Platform agnostic – comfortable in providing unparalleled customer service and support over email, phone, live chat, WhatsApp.
Additional Qualification:
• Bachelor’s Degree is a must. Master’s in Business Administration (MBA) is a plus.
• Proficiency in English and Hindi. Proficiency in other local languages is a plus.
• Excellent verbal, written and interpersonal skills
• Define customer service and support philosophy and culture for our product.
• Improve customer service experience, create engaged customers and facilitate organic growth.
• Take ownership of customers issues and follow problems through to resolution.
• Set a clear mission (supported with relevant KPIs) and deploy strategies focused towards achieving that mission.
• Develop service procedures, policies and standards.
• Keep accurate records and document customer service actions and discussions.
• Analyse data and compile accurate reports on customer service and support metrics, team’s performance (both team and individual members).
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
• Keep ahead of industry’s developments and apply best practices to areas of improvement.
• Optimise resources and to achieve qualitative and quantitative targets.
• Maintain an orderly workflow according to priorities
Eligibility :
• 8+ years experience in customer service, customer support, customer relationship management, experience in high-performing, direct-to-consumer tech startups and/ or established SaaS businesses.
• Excellent knowledge of customer service and customer relationship management (CRM) software, databases and tools.
• Awareness of industry’s latest technology trends and applications related to customer service and support.
• Strong analytical skills to build dashboards to monitor the health and improve our customer service and support.
• Influence the reviews and ratings of product across Google Play Store, App Store and other review-based websites.
• Ability to think critically, strategically and to lead.
• Advanced troubleshooting and multi-tasking skills.
• Platform agnostic – comfortable in providing unparalleled customer service and support over email, phone, live chat, WhatsApp.
Additional Qualification:
• Bachelor’s Degree is a must. Master’s in Business Administration (MBA) is a plus.
• Proficiency in English and Hindi. Proficiency in other local languages is a plus.
• Excellent verbal, written and interpersonal skills
💡 Quick Summary
Seeking a career-building opportunity? The Customer Service Lead position is now open for candidates interested in the Customer Care sector. This role in Gurgaon offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care is a plus.