Customer Support Specialist

Reelo Technologies Private Limited; Ahmedabad District; On-site; INR 335,000 - 580,000; Full time

Job summary

Reelo Technologies Private Limited is seeking a proactive Customer Support Executive to be the frontline for our growing customer base in Ahmedabad. You will respond to inquiries, resolve issues, and ensure a smooth, positive experience across phone, chat, and email channels.

You’ll become the go-to knowledge resource on how Reelo’s platform works, collaborate with product teams to relay feedback, and help maintain high-quality customer interactions in a fast-paced, six-day work week environment

Qualifications

• Passion for talking to customers all day.
• A genuine enjoyment of technology.
• Excellent verbal and written communication skills.
• Great problem-solving abilities and attention to detail.
• Ability to handle stressful situations and coordinate with different teams to find a workable solution.
• Organisational skills and experience in improving processes.
• Assist in other operational work.
• The ability to explain complex topics in easy-to-understand and concise language (English & Hindi).
• Demonstrated drive to exceed performance expectations and the ability to work with change.
• Entrepreneurial; self-driven, energetic, adaptable, and a team player.

Responsibilities

• Respond promptly and professionally to incoming customer inquiries on telephone, chat, and email.
• Take charge of customer issues from start to finish while working in a dynamic and fast-paced environment. Resolve tickets and coordinate with the right teams to achieve satisfaction.
• Ensure the product is easy to use, reliable, bug-free, and fast to provide a great customer experience.
• Become an encyclopedia of knowledge about how Reelo works and what it is capable of.
• Build sustainable relationships and trust with customers through open and interactive communication and anticipating their needs better.
• Work directly with product teams to identify current issues and relay diverse feedback to propose solutions.
• This is a 6 day work week and the role is based out of Ahmedabad.

Skills

Customer empathy

Communication

Problem solving

Multi-tasking

Stress management

Team player

English & Hindi

Organizational skills

Job description

In today’s customer centric world, it’s important for every business to market like the best brands in the world. As competition for customers’ attention increases, it has never been more important for small and mid-market F&B and retail businesses to have 360° view of the people that keep them in business. But collecting, understanding and taking action on customer data is riddled with market, resource, and technology challenges. Solving these challenges is why we get up in the morning.

Reelo is the new-age customer marketing platform for restaurant & retail businesses to grow their revenue,get more customers and build a stronger brand,in an incredibly simple manner.

We understand that it's easier than ever to start a restaurant & retail business, it’s harder than ever to grow it. Specifically, most of these businesses have two challenges with growth:

1. Getting people to make their first purchase.

2. Getting those people to come back and buy again (and again and again).

These businesses and their teams already have 1,000 things to do — wrestling with overly complicated marketing tools doesn’t need to get added to the list.

Our SaaS platform makes it fast & easy for businesses to understand more about their customers and continently engage with them in a smart & automated way - making them look like a professional without the effort.

There is a massive opportunity in front of us. We’re building a business that is big, meaningful, and lasting. For that, we’re building a strong, diverse team of curious, creative people who want to find purpose in their work and support each other in the process. If that sounds like you, we’d love to hear from you.

The Customer Support team is responsible for onboarding, educating, and supporting our customers. We start work the moment a customer decides they want to use Reelo, sticking with them every step of the way to ensure they get the most value from our product.

This opportunity is for folks who truly love supporting customers and see themselves in a customer-facing role long-term. This is a great role for those who are looking to be part of our support team for a while and who are excited about supporting Reelo’s growth with personal experiences.

You will be considered the firm’s front liner, and you will provide support and solutions for challenges faced by our customers. You will be encouraged to utilise the best of your expertise and energy to make sure that customer value is maintained and they get the best experience possible. Ultimately, you will help establish Reelo’s reputation as a company that offers outstanding customer support.

What will you do?

• Respond promptly and professionally to incoming customer inquiries on telephone, chat, and email.
• Take charge of customer issues from start to finish while working in a dynamic and fast-paced environment. Resolve tickets and coordinate with the right teams to achieve satisfaction.
• Being the one responsible for ensuring that all customers have a great experience with the product, a crucial part of the role is ensuring we make the product as easy to use, reliable, bug-free, and fast as possible.
• Becoming an encyclopedia of knowledge about how Reelo works and what it is capable of.
• Build sustainable relationships and trust with customers through open and interactive communication and anticipating their needs better.
• Working directly with product teams to identify current issues and synthesis the diverse feedback you hear from our customers, we offer informed opinions on potential solutions.
• This is a 6 day work week and the role is based out of Ahmedabad

What you need?

Remember that there’s no such thing as the perfect candidate or background, which is what makes us unique and successful!

• Passion for talking to customers all day, every day
• A genuine enjoyment of technology
• Excellent verbal and written communication skills.
• Great problem-solving abilities and attention to detail
• Being comfortable in handling stressful situations such as dealing with customer frustrations, the unavailability of a critical feature, and coordinating with different teams and resources to find a workable solution to manage the requirement
• Organisational skills and experience in improving processes
• Assist in other operational work
• The ability to explain complex topics in easy-to-understand and concise language [English & Hindi]
• Demonstrated drive to exceed performance expectations and the ability to work with change.
• An understanding of internet culture
• You’re entrepreneurial; you don’t need direction; you're self-driven, energetic, enthusiastic, adaptable, and a team player.

If you don't think you meet all the criteria above but still are interested in the opportunity, please apply! It's impossible for one person to check every box, and we're looking for someone who is willing to grow with us create impactful work!