Location: New Delhi/Delhi/NCR
Qualification:
UG: B.Tech/B.E. in Any Specialization, BCA in Any Specialization
PG: M.Tech in Any Specialization
Experience: 0-1 Years
CTC: Not Disclosed
Job description
Gupshup JD:
Position: Support
Executive
Job Description
We are looking for a Customer Support Executive who can help clients resolve
their issues across
Gupshups suite of products. The objective of this role is to provide
high-quality customer experience for
each of our customers. The Customer Service Executive 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..
Job Responsibilities
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
Skill Requirements
Graduation / B.Tech - IT (Preferably)
Experience in a customer service role
Ability to work well in a team environment
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
Note* Weekly
holidays will be provided but candidate must be available to work in shifts
including
nights, holidays and weekends
Customer Success, Service & Operations
Full Time, Permanent
Voice / Blended
About company
About Us
As the world's leader in conversational engagement technology, Gupshups 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.
Today, over 45,000 businesses globally Gupshup’s award-winning software, services, and support to transform how they connect, converse, convert, and delight customers. Composed of Gupshup’s product portfolio - Conversational Marketing, Conversational Commerce, and Conversational Support, we offer companies an innovative way to create ‘moments of magic’ across the customer lifecycle. As the world moves from analog to digital, Gupshup is applying its brand, products, people, network, and scale to reshape the future of digital conversations.
Some of our key clients include Unilever, Flipkart, Nykaa, Citibank, Standard Chartered, Netflix, Tata, AkzoNobel, Danone, and many mid-sized companies across the globe.
Company Info
Address:UNIT NO.1,1ST FLOOR,SILVER METROPOLIS,WESTERN EXPR ESS HIGHWAY,GOREGAON EAST , MUMBAI, Maharashtra, India
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