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22/04 Priya
HR Manager at Dashclicks

Views:661 Applications:204 Rec. Actions:Recruiter Actions:41

Dashclicks - Team Lead - Chat Support/Client Success (1-8 yrs)

Jaipur Job Code: 156636

Responsibilities :

- Respond to clients queries in a timely and accurate way, via chat

- Identify customer needs and help clients 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 clients

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

- Share clients requests and effective workarounds with team members

- Inform clients about new features, benefits and functionalities

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

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

- Tracks chat related information for auditing & reporting purposes

- Address and resolve post-order questions regarding shipping, billing, and delivery etc.

- Document each customer interaction in a case management system

- Meet or exceed company set targets for chats handled, Team KPIs, customer

satisfaction score, adhering to schedule and QA scores

- Notify different departments with errors on the website and CRM platform

- Provide knowledgeable answers to questions about products, pricing and availability

- Maintains and update customers information in a case management system

- Assist in training junior Client Success Specialists

Requirements : 

- Excellent written and verbal communication and problem-solving skills

- 2+ years of experience as a Client Support Specialist or similar Client Support role

- Familiarity with our industry is a plus

- Experience using help desk software

- Understanding of how CRM systems work

- Multi-tasking abilities

- Patience when handling tough cases

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