Associate Client Care

Onedirect; Bengaluru; On-site; INR 300,000 - 450,000; Full time

Job summary

Onedirect is seeking an Associate Client Care representative in Bengaluru, India, to provide customer support and liaise with business teams. The role requires strong communication skills and a good understanding of SaaS products.

As a Customer Champion, you’ll be expected to learn the product thoroughly, validate client issues, and manage email campaigns. This position offers a great opportunity for growth to roles like Customer Success Manager or QA Engineer.

Qualifications

• 0-2 years of experience in customer support or related field.
• Proficiency in written and spoken English.
• Self-motivated and able to work under ambiguity.

Responsibilities

• Provide immediate customer support to OneDirect clients, 6 days a week.
• Liaise with business teams to understand product usage by clients.
• Learn the product extensively and validate reported issues.

Skills

Excellent communication skills

Technical understanding of SaaS products

Problem-solving

Social media understanding

Job description

OneDirect is looking forAssociate Client Care having 0-2 years of experience.

Who are we?

OneDirect is a Sequoia capital funded 200+ people enterprise software company headquartered in Bangalore and having offices in Mumbai and Delhi. OneDirect is an omnichannel customer experience platform.

OneDirect is leveraged by some of the biggest enterprises in the country like Indian Railways, Indigo, Kotak, Oyo, Dominos, Daikin, DishTV, Tatasky, Hitachi, McD, Pizzahut, Delhi Airport and many more.

Job Description

What will you do?

• Providing immediate customer support to OneDirect clients, 6 days a week, over email.
• Liaising with the business teams to understand product usage by clients and how best they can further optimize client experiences.
• Learn the product extensively and validate all issues being reported by clients.
• Manage email campaigns sent to clients on a weekly basis.
• Understand the technical implementation of the product and the root cause of all issues and requests raised by the business teams and clients.
• Work closely with the One Direct tech team for resolution of client issues.
• Give Demos and walkthroughs to outstation clients online.

What we need?

• Good technical understanding or willingness to learn setup of a SaaS product
• Excellent communication skills. Proficiency in written and spoken English
• Willingness to learn new concepts, products, technology, etc.,
• Ability to intelligently understand issues and propose long-term solutions
• Eye for detail and capability to comprehend different parts of the puzzle fitting together as an overall working of a product
• Self-motivated, hard-working and willing to do whatever it takes to get the assigned jobs done
• Good understanding of social media
• Genuine interest in learning the latest movements in technology

Additional Information

Who are you?

• You are very curious
• You love solving problems
• You understand technology
• You know that extraordinary outcomes need extraordinary effort
• You can work comfortably under ambiguity
• You are a Customer Champion

Why should you join?

• If you are addicted to learning, here you will get to work on multiple aspects of a SaaS product (so expect a steep learning curve).
• You will work with smart and passionate people.
• Build capabilities around handling internal and external stakeholders.
• Stepping role that evolves into a Customer Success Manager, DB analyst or QA Engineer.