Customer Service Associate Job (Remote)

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Customer Service Associate

SaaS Labs Incorporation

Work from home

Start date
Starts Immediately
CTC (ANNUAL)
₹ 4,00,000 - 5,00,000 ₹ 4,00,000 - 5,00,000 /year
Experience
0-5 years
0-5 years experience
Apply By
28 Jun' 23
Posted 3 weeks ago
Job

About the job

As a member of the support organization, your focus is to deliver post-sales support and solutions to our customer base while serving as an advocate for customer needs. This involves resolving post-sales technical concerns regarding the use of and troubleshooting for our product JustCall, Helpwise, etc.

As the primary point of contact for customers, you are responsible for facilitating customer relationships with support and providing advice and assistance to internal SaaS Labs employees on diverse customer situations and escalated issues.

Key responsibilities:

1. Handling complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product-related technical issues experienced by customers
2. Collaborating with fellow support colleagues and other internal organizations to provide superior customer service
3. Acting as a customer advocate by working directly with customers on high-priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements
4. Anticipating customer needs and effectively addressing concerns related to their issue or resolution
5. Providing direct technical assistance to customers via phone, email, chat, and tickets
6. Ensuring that the chat and ticket SLAs are honored
7. Proactively identifying the cases that require escalation, technically or strategically, and escalating accordingly

Skills:

1. Hands-on experience in narrowing down the reported problem into accurate issues, and identification of the root cause
2. Proficient in ensuring customer issues are resolved in the most timely and effective manner possible
3. Understanding about CRMs and why businesses use them
4. Past experience working with CRMs
5. Advanced proficiency in written and spoken English
6. Ability to communicate technical aspects to people with non-IT backgrounds
7. Questioning skills/Probing skills as relevant to the issue
8. High level of empathy for customers
9. Love for being the first line of support and troubleshooting issues
10. Ability to work with cutting-edge technology and assimilate information rapidly
11. Ability to multitask efficiently under time pressure
12. Bachelor's degree in any field
13. Minimum experience preferably working in a customer-facing role with international customers

Skill(s) required

English Proficiency (Spoken) English Proficiency (Written)
Salary

Annual CTC: ₹ 4,00,000 - 5,00,000 /year

Annual CTC breakup:

1. Fixed component: 90%

2. Variable component: 10%

Perks

5 days a week Health Insurance

Number of openings

4

About SaaS Labs Incorporation

SaaS Labs is a global SaaS company powering sales and support teams of over 6000 growing businesses with its software ecosystem focused on automation, productivity, and collaboration. One of the fastest-growing companies in India, SaaS Labs is backed by leading investors such as Sequoia, Base10 Partners, and Eight Roads. Currently, their portfolio of products includes JustCall (Contact Center Software), Helpwise (Shared Inbox), Dialworks (Sales Readiness Platform), EasyCalendar (Scheduling Software), CallPage (Callback Automation), Atolia (Collaborative Workspace), and CallRoot (Call Tracking and Analytics).
Activity on Internshala
Hiring since November 2022
6 opportunities posted
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