Customer Support at Contlo

- Contlo is a pioneering AI native marketing platform that empowers modern, fast-growing businesses to leverage their brand's generative AI Model for end-to-end marketing optimization. Our platform enables businesses to drive customer retention through personalised campaigns and automated customer journeys across various channels, including Email, SMS, WhatsApp, Web push, and Social media.

- With Contlo's Brand AI ModelTM, businesses can orchestrate all their brand marketing activities by generating personalised marketing creatives and copies, creating behaviour-based customer segments, and auto-generating customer journeys. As the Brand AI ModelTM is utilized, it continuously learns, improving marketing outcomes and enhancing sales performance.

- At Contlo, we are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services.

- Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To succeed in this role, you should be an excellent communicator who can earn our clients' trust. You should also be familiar with help desk software.

- Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Responsibilities :

- Respond to customer queries in a timely and accurate way, via phone, email or chat

- Identify customer needs and help customers use specific features

- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)

- Update our internal databases with information about technical issues and useful discussions with customers

- Monitor customer complaints on social media and reach out to provide assistance

- Share feature requests and effective workarounds with team members

- Inform customers about new features and functionalities

- Follow up with customers to ensure their technical issues are resolved

- Gather customer feedback and share with our Product, Sales and Marketing teams

- Assist in training junior Customer Support Representatives

Requirements and skills-

- Experience as a Customer Support Specialist or similar CS roles

- Familiarity with our IT SaaS industry is a must

- Experience using help desk software and remote support tools

- Understanding of how CRM systems work

- Excellent communication and problem-solving skills

- Multi-tasking abilities

- Patience when handling tough cases

- B.Tech/BCA degree