The objective of this role is to provide high-quality customer experience for each of our customers. The candidate will be responsible for taking emails (and calls) from our customers and addressing customer product issues on behalf of the company. The successful candidate will be required to develop a comprehensive understanding of our product suite and execute based on our defined, customer service policies.

Client Details

As the world's leader in conversational engagement technology, the mission is to make conversations between brands and their consumers fulfilling and delightful! Our advanced AI Platform provides secure and scalable conversations around the world and is handling more than 10 billion conversations every month, transmitted in 200+ countries.

Composed of the company's product portfolio - Conversational Marketing, Conversational Commerce, and Conversational Support, we offer companies an innovative way to create moments of magic across the customer life cycle.

Some of our key clients include Unilever, Citibank, Netflix, Tata, Danone, and many mid-sized companies across the globe. Founded in 2004 by serial entrepreneur, is headquartered in Bombay, India with offices across the USA, Europe, Latin America, APAC, and the Middle East. Valued at $1.4 bn, the company has marquee investors such as Tiger Global, Fidelity Management and Research Co. LLC, and others on its cap table.

Description

• Being the first point of contact for customers with queries, complaints and requests.
• Interact with customers on a daily basis, responding to their questions and guiding them to the appropriate service.
• Ensuring timely and professional responses to customers/clients.
• Taking ownership of tickets received and ensure closure till the customer is satisfied.
• Driving towards key metrics such as CSAT/NPS, FRT SLA, ART SLA.
• Update customer information in the customer service database during and after each call and resolve emails respectively.
• Responsible for maintaining a high level of professionalism with clients and working to establish a
  positive rapport with every customer.

Profile

• Full professional proficiency in Spanish and English
• Linux, SQL, Jira
• Graduation / B.Tech - IT (Preferably)
• 3+ years experience in a customer service role
• Ability to work well in a team environment and start-up dynamism.
• Display customer empathy solution-driven approach
• Excellent verbal and written communication skills
• Proficiency with Microsoft Office Suite and Google Docs (knowledge of existing Support platforms like Salesforce, Freshdesk is a bonus!)
• Ability to remain professional and courteous with customers at all times

Job Offer

Base salary + Q bonus + Stock options.