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08/01 Tanishka Gupta
HR Recruter at Magicpin - Samast Technologies

Views:437 Applications:88 Rec. Actions:Recruiter Actions:86

Magicpin - Team Leader - Customer Success (2-5 yrs)

Gurgaon/Gurugram Job Code: 193056

Job Responsibilities

- Deliver best in class customer service, while responding to Customer inquiries and concerns

- Work closely with our customers as well as other members of the Customer Support team.

- Have a consultative approach for customer query resolution, provide first contact resolution, understand and identify customers- current and future needs and accordingly suggest gaps and changes

- Communicate with multiple stakeholders (both internal and external) to ensure flawless execution of this support.

- Responsible for maintaining superb verbal and written communication and handling a variety of tasks and projects at once.

- Execute daily customer support operations, including responding to customer queries and following up on reported issues with internal teams

- Communicate with stakeholders via call, Real-Time Online Chat, Web Tickets and Email

- Replicate reported customer issues and provide details for the escalation

- Work closely with the team, motivating and coaching them

Job Requirements : 

- Graduate - BA/BSc/ B. Tech

- Minimum 4 years of experience in customer/technical support and managing a team of 10-15 people

- Excellent written and verbal communication skills; ability to set expectations and communicate goals and objectives with customers and teammates

- Ability to understand and escalate issues efficiently and appropriately

- Ability to provide a world class service in every communication with the customer

- Strong interpersonal, communication, verbal and written skills

- Ability to handle difficult conversations and has excellent negotiation skills and is highly resourceful

- Critical, analytical and forward thinking with problem-solving skills, and strong attention to detail

- Ability to coach and mentor a team, take and execute decisions that improve customer service delivery

- Multitasking and time management skills

- Coaching and communication skills

- Great computer skills - Excel, Word, etc

- Ability to successfully adapt to changes in the work environment

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