Customer Support Executive

Clinikally (YC S22); Gurugram District; On-site; INR 400,000 - 700,000; Full time

Job summary

Clinikally (YC S22) is seeking a motivated Customer Success Associate to help our ecommerce/healthcare customers achieve adoption and satisfaction. You will handle inquiries via email, chat and phone, resolve issues swiftly and build strong relationships to boost retention.

Ideal candidates have 1 year in a CS role, excellent communication, and the ability to work across teams to onboard new customers and share product knowledge.

Qualifications

• 1 year experience in Customer Success role.
• Proficient in email, chat, and phone interactions.
• Excellent written and verbal communication.
• Ability to handle customer concerns and build relationships.
• Comfortable working in a fast-paced environment.
• Strong cross-functional collaboration and onboarding skills.

Responsibilities

• Identify customer needs and deliver suitable solutions with professionalism.
• Address customer requirements with urgency and quality.
• Manage disputes and set realistic expectations with customers.
• Build strong client relationships through ongoing support and knowledge sharing.
• Collaborate cross-functionally with brand marketing and tech teams for onboarding new customers.
• Identify opportunities to increase customer satisfaction and revenue.
• Aim for high repeat business and retention from customers.
• Develop domain expertise and provide training and ongoing support.
• Provide feedback on customer pain-points to internal teams.

Skills

Customer Success

Multichannel support

Communication skills

Team player

Problem solving

Onboarding & training

MS Office/Excel

Healthcare/e-commerce exposure

Tools

Microsoft Office

Job description

• Capability to identify what customers need and deliver suitable solutions efficiently and with professionalism.
• Proper urgency, dedication, and attention to quality when addressing customer requirements.
• Skill in managing disputes and establishing realistic expectations with customers.
• Building strong client relationships by providing customers with ongoing support and regular sharing of best practices, insights, and product knowledge.
• Collaborate cross functionally with the brand marketing & tech team to ensure that new customers are onboarded successfully.
• Identifying opportunities to increase customer satisfaction and revenue.
• Ensuring high repeat and retention from customers.
• Building up domain expertise and providing training & ongoing support as required.
• Providing feedback on critical customer pain-points to internal teams.

What You Will Do

• Capability to identify what customers need and deliver suitable solutions efficiently and with professionalism.
• Proper urgency, dedication, and attention to quality when addressing customer requirements.
• Skill in managing disputes and establishing realistic expectations with customers.
• Building strong client relationships by providing customers with ongoing support and regular sharing of best practices, insights, and product knowledge.
• Collaborate cross functionally with the brand marketing & tech team to ensure that new customers are onboarded successfully.
• Identifying opportunities to increase customer satisfaction and revenue.
• Ensuring high repeat and retention from customers.
• Building up domain expertise and providing training & ongoing support as required.
• Providing feedback on critical customer pain-points to internal teams.

Ideal Candidate

• You have at least 1 year experience within a Customer Success role
• Competency in utilizing email, chat, and phone calls for customer interactions.
• Skilled at comprehensively understanding and appropriately reacting to customer concerns.
• You possess excellent interpersonal as well as written and verbal communication skills.
• You are highly goal driven and work well in fast paced environments
• Proficiency in expressing ideas clearly and succinctly to both external customers and internal teams.
• Ability to craft well-written and informative replies to customer queries.
• Proficient computer abilities; well-versed in Microsoft Office, Excel, email, chat, app and web.
• Exceptional written and oral communication skills will go a long way
• You have at least 1 year experience within a Customer Success role, ideally in e-commerce/healthcare
• You are a strong team player who can juggle multiple stakeholders effortlessly