Executive - Customer Success
- Idfy
- 1 - 3 years
- Mumbai
- 1 year ago
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Job Description
- IDfy Customer Success team is the champion for our Customer Satisfaction. The team provides an empathetic layer above our tech-driven solutions. The team members are problem solvers.
- They feel for the customers challenges and strive to build a trusting relationship throughout the customer journey.
- They recognize different user types have different needs - HR managers and prospective employees require a different support DNA. The team is tool-driven in order to maximize efficiency. Team members are expected to train themselves with the IDfy BGV portal and our ticketing systems.
- The team is goal-oriented so that we are able to solve customer problems quickly and efficiently. In terms of functional roles, the team is involved in:
- Customer Onboarding and handholding for the initial 3 months
- Customer Support and Troubleshooting through multiple channels including phone, email, chatbots etc
- Reporting, Tracking and MIS for enterprise clients
- Bespoke process for large enterprise clients
- Liaising with product and operations teams
- Internal performance-driven activities including forecasting, client retention,
- 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
Job Classification
Industry: Recruitment / StaffingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success AssociateEmployement Type: Full timeContact Details:
Company: IdfyLocation(s): Mumbai+ View Contact
Keyskills: Outbound Ticketing Client retention Customer satisfaction MIS Customer support Customer service Troubleshooting CSAT Forecasting
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