IN Associate - Customer Success (Gurugram)

Apertum Online; Gurugram District; On-site; INR 300,000 - 420,000; Full time

Benefits offered by this job

Annual bonus

Night shift allowance

Overtime payments

Referral bonus

Health and life insurance

IT assets provided

5 days working

21 paid leaves

Job summary

Apertum Online in India is seeking a Customer Success professional to handle web chat, email, and social queries, and educate customers on our products. You will maintain accurate records and contribute to a positive customer journey.

Applicants should be fluent in English, have good typing skills, and a passion for customer care, with the ability to work under pressure and meet targets in a rotational shift environment.

Qualifications

• Bachelor's degree in any stream (Fresher acceptable).
• Minimum HSC with at least 1 year of relevant experience.
• Fluent in written and spoken English.
• Good typing skill.
• Passionate about customer care.
• Able to work under pressure with minimal supervision.

Responsibilities

• Handle customer queries on Web Chat, E-mails, and social media.
• Educate customers with product and service information.
• Maintain accurate customer records.
• Identify and elevate priority issues to Team Leader and Ops Team.
• Participate in team meetings.
• Respond to queries politely and professionally.
• Troubleshoot and provide satisfactory solutions to customer questions.
• Educate customers on services and processes.
• Escalate issues to Team Leader as needed.
• Aim to achieve KPIs and targets.
• Adhere to shift schedules and internal policies.
• Collaborate effectively with the team.

Skills

Fluent in English

Typing speed

Customer care

Education

Bachelor's degree (any stream)

HSC + 1 year experience

Job description

About The Role

Our talented Customer Success Team is responsible for all initial touch interaction with our Customers, educating them on our products and how they can make the Customer journey most rewarding. We have fostered a healthy, positive and collaborative remote environment for our CS Team and are looking for bright individuals to join them for a rewarding career. We are passionate about caring for our Customers, encouraging excellent communication skills and resolving issues with logical reasoning. We ensure we are up to date with our latest product developments in our ecosystem so we are able to offer the best experience.

What You'll Be Doing

• Handling customer queries on Web Chat, E-mails, and social media
• Educate current and potential customers with product and service information
• Maintain accurate customer records
• Identify and elevate priority issues to the Team Leader and Ops Team
• Actively participate in team meetings
• Handle all queries in a polite, professional manner
• Probe and troubleshoot customer queries and provide a suitable and satisfactory solution
• Educate customers on services and processes
• Escalate any issues to the Team Leader
• Achieve agreed KPIs and Objectives
• Adhere strictly to shift schedules
• Adhere to laid down internal policies, procedures, and processes
• Work collaboratively with the team

What You'll Bring

• A bachelor’s degree from any stream if a Fresher
• Minimum HSC with a minimum of 1 year of relevant experience
• Fluent in written and spoken English
• Good typing skill
• Passionate about customer care
• Able to work well under pressure and under minimum supervision.
• A fast learner who can work with set targets
• Must be time flexible and able to work in a rotational shift system including public holidays and weekends

What’s In It For You

• Annual Performance Bonus
• Night Shift Allowance
• Overtime Payment
• Referral Hire Bonus
• Health and Life Insurance
• IT Asset provided
• 5 days working
• Paid leaves of 21 days (excluding 12 public holidays)
• Team fun activities
• Quarterly Team Outings
• Highly talented, dependable co-workers in a global, multicultural organization
• Our teams are small enough for you to be impactful
• Our business is globally established and successful, offering stability and security to our Team Members