Customer Success Representative - Urgent Hiring (Bengaluru)

Recognized; Bengaluru; On-site; INR 300,000 - 420,000; Full time

Benefits offered by this job

Great benefits

Advancement opportunities

Competitive salary

Job summary

Homelane is seeking a Customer Success Representative to join our Bangalore team. You will support and manage customer concerns via calls, emails, and social media, primarily from a contact center, handling escalations and maintaining cross-department relationships.

You will provide first-level support, resolve issues where possible, assign tickets to the appropriate teams, and follow up to ensure customer satisfaction while contributing to NPS improvements.

Qualifications

• Experience in handling customer escalations over the phone and email.
• Proven ability to manage escalations via social media channels and ORM platforms.

Responsibilities

• Handle customer escalation tickets through ticketing platforms across offline and online channels.
• Aim for First Call Resolution and escalate to front-end teams when needed.
• Follow up with stakeholders and customers to ensure resolution to satisfaction.
• Collate customer feedback, CSAT surveys, and NPS data for action plans to improve service.
• Identify opportunities to improve product/process and setup reporting/SOPs.

Skills

Customer escalation handling

English communication

Call center operations

Social media support

Conflict management

First call resolution

Tools

Ticketing platforms

CRM software

Job description

We are on the lookout for a remarkable Customer Success Representative to join our growing team at Homelane in Bangalore.

Growing your career as a Full Time Customer Success Representative is an incredible opportunity to develop productive skills.

Job Description

As a Customer support Executive, the role is to support and manage customer concerns through calls, mails & social media platforms. They would primarily be part of a contact center and need to handle escalations while working with and maintaining the relationships between departments and servicing the needs of clients.

Responsible for the handling of customer escalation tickets through ticketing platforms, includes offline & online/ social media platforms - like facebook, Instagram, twitter, LinkedIn, other customer feedback platforms etc along with Google location services/ reviews

Key Performance Indicators: This will require strict adherence to contact center SOPs like keeping track of calls, meet the Avg. Handling Time targets, No. of calls per day targets, call quality parameters, adherence to call disposition, tickets assigned to frontline teams/ stakeholders and coordinating with them for timely resolution.

Provide First-Level Support: Try to resolve issues through First call resolutions (FCR). If a ticket can be resolved with system related information, resolve it. Else, Assign tickets to the relevant front end team depending on the issue.

Follow Up with front end agents, delivery team/ other stakeholders and Customers: Further accelerate unresolved tickets as per SLAs and follow up with the customer after the problem has been solved to ensure it was resolved to the customer's satisfaction. Working with cross functional stakeholders

Customer Feedback Management & NPS analysis: collating the customer feedback through calls , mails, CSAT surveys and NPS data and analyze the root causes to arrive at action plans to ensure improvements

Recommend Product/process Improvements: Identify problems or ways to enhance productivity of front end agents. This would involve setting up right reporting and SOPs to solve a particular kind of issue.

On call troubleshooting - front end agents should be able to troubleshoot any problem that comes their way. This requires asking positive questions and actively listening in order to determine the real problem the customer is facing

Job Requirement

• Excellent English Communication Written and Verbal Skills
• Experience in handling customer escalations over the phone and email.
• Experience in handling customer escalations which have been received through Social Media, ORM platforms or emails, phone received at CEO's / CXO's Desk.
• Continuing improvement to customer care administration and work methods
• Demonstrated proficiency in assisting customer service agents and promptly delivered feedback to associates in the customer service division.
• Maintain all performance metrics while providing optimal customer service and achieving a high level of customer satisfaction.
• Experienced at de-escalating customer complaints to successful resolutions.
• Conflict resolution of heightened customer complaints.

Benefits of working as a Customer Success Representative in Bangalore:

• Company offers great benefits
• Advancement opportunities
• Competitive salary .