Customer Happiness Associate Job in Exotel Techcom Pvt. Ltd

About the Role

Customer Happiness is one of our key differentiators. In this role you will be the customer champion for Exotel, thrive to create great customer experience while responding to customer inquiries, resolving their queries and ensure all the agreed SLA s are met consistently. In this role, you will be working with internal and external stakeholders with a high level of ownership on your deliverables with a customer-first approach.

What we are looking for?

• You're empathetic to customers and can easily put yourself in their shoes. You listen and understand well. You re smart and know that not everyone comes with the same skill sets and help people whether they are technically inclined or not. Your job is to make the customer feel empowered and happy after each interaction.
• You love solving problems and have the ability to provide solutions to technical problems that customers face. You never give up when you don't know the answer right away.
• You have dual qualities of time management, patience and ability to speak to customers with confidence and conviction.
• You write well. You know exactly what word or punctuation to use based on the context.
• As we are an API driven company, you either know-how applications are built using APIs or have a keen interest to learn.

Why should you join us?

• You want to be an enabler for business success with an appetite for steep learning.
• You enjoy mentoring and coaching teams, take pride in the team's success.
• You enjoy solving problems and thrive for excellence

What you will do?

• You ll be our Product Champ in all areas. Providing solutions to different problems of clients by taking the help of different internal tools, coordinating with Tech Support (this is one team with whom you ll be working the most), Network Operations, Customer Success, Product and Finance teams.
• You'll work one-on-one with customers, helping them to get the most out of Exotel. You might wing unplanned Skype calls and live screen-shares apart from answering phone calls and responding to emails and chats on Freshdesk.
• Ensure that all the related notes/ call comments are properly documented and suitable information is provided to clients.
• Maintain our knowledge base Write, edit and help create content whenever necessary.
• We work 24*7, considering we now are expanding geographically. We expect you to be comfortable working in rotational shifts (you ll be working from home during nights and over weekends, though)