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09/01 Anuksha Singla
HR Manager at CustomerSuccessBox

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Customer Success Box - Customer Success/Customer Service Role (0-2 yrs)

Mumbai Job Code: 105639

We're looking for great Customer Service Representative (CSR) to assist our customers in their use of CustomerSuccessBox's product and to ensure ongoing success with our rapidly growing company SaaS company. This is a great role for someone who wants to build upon their technical abilities & work with the world-class team.

Customer Service is a key part of the Product & Customer Success team. You will be the first-line for answering questions about a SaaS product and assisting in diagnosing logic errors. You will become an integral part of the company and our customers, becoming more than just an expert in product service - you'll learn operations, integrations, QA skills, and deep product knowledge along with enriching the customer experience.

Your Primary Responsibilities :

- Manage and provide first response to customer service inquiries

- Clearly communicate with customers about issues impacting their service

- Go a step ahead to detect the root cause of the issue & rectify it in collaboration with other team-members.

- Take ownership of managing & prioritisation of issues.

- Update articles and document FAQs on our knowledge base.

- Execute internal processes to streamline and scale customer service.

What Makes You The Right Fit :

1) Upto 2 years' SaaS experience

2) Energetic, enthusiastic, and relationship-focused; eager to make a positive impact with customers

3) Ability to distill complex concepts into layman's terms

4) Active listener, passionately communicative, and empathetic; able to put yourself in the customers' shoes and advocate for them when necessary

5) Proactive problem-solver; confident at troubleshooting and able to investigate if you don- t have enough information to resolve customer issues

6) Aptitude for learning software; strong with business applications and data integrations and able to explain complex data relationships in non-technical terms

7) Undergraduate degree (BE/B.Tech)

Technical Skills :

- Technical background, ideally with SaaS products and services

- Basic SQL skills

- Basic API knowledge

- Experience managing or moderating a customer Knowledgebase

- A Big Plus If You Have The Following

- Experience with 3rd party integrations

- Prior experience with user testing / QA

- Exposure to Customer Success

About CustomerSuccessBox :

CustomerSuccessBox is an outcome driven Customer Success platform which helps B2B SaaS companies reduce churn and grow their recurring revenue. It automates customer onboarding, product usage analysis and user communication. To learn more visit- www.customersuccessbox.com

CustomerSuccessBox was founded in 2016 by Puneet Kataria (Founder & CEO), who comes with over 16 years of marketing, sales and customer success experience and Amritpal Singh (Co-founder & CTO), who comes with over 5 years of new product development experience. It recently raised a pre Series A of USD 1 Mn from pi Ventures and Axilor Ventures.

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