Customer Success Professional

Cvali; Kolkata District; On-site; INR 350,000 - 750,000; Full time

Job summary

Cvali in Kolkata seeks a Program Coordinator in our Customer Success team to deliver excellent support for client programs and handle high volumes of calls from clients, candidates, and test site admins. You will work with US/EMEA/APAC lines of business, manage escalated issues, and help train call center agents to uphold quality and SLAs.

The role requires a Bachelor's degree, 1–5 years of related experience, and strong MS Office skills in a busy corporate environment with shift work.

Qualifications

• Bachelor's degree is required.
• Experience in a customer service role, including Level 2 support.
• Experience handling escalations and customer service in a busy corporate environment.
• Familiar with MS Office.

Responsibilities

• Handle Level 2 escalation calls as primary contact.
• Coordinate with US/EMEA/APAC lines of business to ensure seamless support.
• Promote client programs and products by effectively communicating their value.
• Input accurate customer information into the database.
• Assist in training and monitoring call center agents to ensure quality of service.
• Maintain the SLA for different Lines of Business (LOBs).

Skills

Communication skills

Teamwork

Problem-solving

Program coordination

Customer service

Education

Bachelor's degree

Tools

MS Office

Job description

As a Program Coordinator within our Customer Success team, you'll be crucial in providing excellent customer service and promoting client programs. You'll handle a high volume of incoming calls from clients, candidates, and test site administrators, directly supporting our US, EMEA, and APAC lines of business. This role also involves assisting with the operational aspects of client testing programs and expertly managing escalated service-related issues.

Primary Responsibilities

• Handle Level 2 Escalation calls, acting as a primary point of contact for service-related problems.
• Directly liaise with US, EMEA, and APAC lines of business, ensuring seamless support.
• Promote client programs and products by effectively communicating their value.
• Input accurate customer information into the database.
• Assist in training and monitoring call center agents to ensure quality of service.
• Maintain the SLA (Service Level Agreement) for different Lines of Business (LOBs).

Qualifications & Experience

• Education: Bachelor's degree (required).
• Experience: experience in a similar or related customer service position.
• Previously operated in a Level 2 support role.
• Possess previous subject matter expert knowledge.
• Familiar and comfortable working in a busy corporate environment/shifts (24x7).
• Experience in providing application support.
• Familiar with MS Office.

Desired Candidate Profile

• Excellent oral and written communication skills.
• Great attention to detail.
• Strong problem-solving skills.
• Excellent organizing and time management skills.
• Exceptional customer service skills.
• Effective teamwork skills.

Note: No disciplinary action in the last one year.

Skills: Ms Office, Communication Skills, Teamwork Skills, Problem-solving, program coordination, Customer Service

Experience: 1.00-5.00 Years