About the role:- As a Customer Relation Specialist, you will be responsible for making sure that our support desk is providing timely, accurate and meaningful resolution to all customer queries.
You will have direct responsibility for quality control and also need to set up and adjust various processes within the support function.
Any customer escalations that are not resolved at the agent level will need to be addressed appropriately by you.
Your goal eventually is to maintain positive customer satisfaction to influence renewals and current sales.
You will also be in charge of identifying and facilitating agent training and development for your team members.
NOTE:- Please note that this is a desk based job and does not involve travel.
Employment Type:- This is a full-time, on-site role.
Not work from home or hybrid.
Educational qualifications:- Bachelors degree in any relevant field.
What you'll do most of the time:-




Manage post-sales interactions with customers through solid relationship-building and product knowledgeMaintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needsIncrease customer satisfaction by addressing challenges they are facing with respect to our productWork closely with Product and Engineering on identification and tracking of enhancement requests and bugsFunction as the voice of the customer and provide internal feedback on how we can better serve our business and customersTrack accounts to identify churn risk and work proactively to eliminate that riskProvide regular updates to the management team about issues that need their attention
What you'll need to Qualify:-
Self-motivated and driven by targetsResilienceStrong communication skills - including both verbal and writtenThe ability to influence and negotiate with others
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