Sr. Associate Customer Service Job in Bizbox Publishing Private Limited

Job Description:

We're looking for high empathy team mates who are passionate about customer success. We prefer strong exposure to data/metrics (e.g CSATs) and training backed customer support environments.

This position requires excellent proficiency in verbal and written English, and a basic working knowledge of Adobe Lightroom 8 and newer, and the technical skills of DSLR photography.

You ll be consulting professional wedding and portrait photographers to create/design their own custom editing style and individual style preferences.

Successful candidates with Bizbox are draft picks from their peer group. They bring consistent intellectual energy and acumen to their position and increase value to our team mates AND our customers.

Key Responsibilities:

Email

o Monitor Email/Desk inbox

Review and assign (to the correct team mate) inbound Email/Desk cases

o Reply to inbound Desk emails assigned to you within 2 hours of its reception

Live Chat

Answer inbound live chat and provide support or take message and reassign

Maintain up-to 3 consecutive LiveChats

• Proactive outreach to new customers
  

• Intimate management and ownership of your customer list
  

• Motivate new customers to move fast and get started
  

• Prioritize and complete all assigned customer outreach according to specified due dates
  

• Provide the Best Experience Ever through purposeful listening, guiding, expectations management, assistance, recommendations, and fast response times.
  

• Possess expert knowledge of our products and services, our value promises, and also a respectful educator of what we do not provide
  

• Proactively anticipate and solve client concerns and potential problems
  

• Ability to quickly recognize and escalate a case to management when necessary to resolve client concerns
  

• Maintain accurate client records
  

• Ensuring deadlines are upheld
  

• Provide clear notes with actionable communications with other company departments
  

• Other administrative tasks and projects as assigned by manager
  

• Use of our software tools like ZenDesk, Zoom, Lightroom 8 and above, Asana, SalesForce etc. to achieve performance goals.
  

• Work closely with cross functional teams related to your Customer Support Team (Production, Logistics, Assigning, QA, Marketing) in order to share/report important and relevant information for mutual success and goals.
  

PERFORMANCE GOALS / KPIs

Customer Communication Response

• Follow our Best Experience Ever ( BEEs ) with every interaction with our customers
  
• Ensure all scheduled calls with customers and initiated on time
  
• Reach out to all customers who have requested to speak to a consultant to understand their style request within 2 hours or less
  
• Respond to assigned customer emails and calls within 2 hours or less
  
• Create customer follow-up tasks as needed
  
• Monitor Customer Dashboard for additional proactive follow up
  
• Clearly document and provide follow up email for 100% of calls/voicemails/emails assigned
  
• Uphold ALL SOP and company best practices
  
• Achieve New Customer Getting Started milestones
  

HEROIC CUSTOMER SATISFACTION & SUPPORT

• 5-Star Client Rating
  
• 100% Client Satisfaction
  
• Empower a successful user experience for our users
  
• Timely and Accurate
  

EXPERIENCE AND EXECUTION ESSENTIALS:

• Adobe Lightroom knowledge and photography skills (Desired)
  
• Minimum of 2-3 years preferred - customer service or account management experience.
  
• Flexible weekend availability
  
• Driven to be self-motivated and reliable
  
• Real job experience handling multiple projects at one time and meeting tight deadlines
  
• Excellent people & organizational skills
  
• Experience with Google tools