Sr.Executive -Customer support

NoPaperForms Solutions Pvt. Ltd. is India's largest SaaS based CRM & Enrolment Automation Platform being used by academic institutions across the country. NoPaperForms is enabling a digital transformation in education sector powered by next generation technologies, data science, analytics and AI based Automation engine. It is one of the fastest growing organizations in the education sector whose valuation grew by almost 600% in the last year to reach a 100 crore. The company has been conferred with the following awards in the past year:

- Hottest Startup- by Business World

- Most Sustainable Startup- by The Entrepreneur

- Startup of the Year- by DIDAC India

The Profile :

The main tasks of the candidate will be to handle the basic level of customer queries related to our Product through Calls, Chat, Emails, and Tickets. The position requires you to understand the customer's problems accurately, follow the established procedures to investigate and resolve the problem, and communicate with them. You would be working in multi-tasking environment working on multiple customer services and back-office operations at the same time.

Roles & Responsibilities :

- Manage inbound/outbound calls/emails/chats in a timely and efficient manner

- Resolve Customers queries or complaints by providing clear information and provide solutions and/or alternatives on calls/emails/chats

- Keep records of all conversations in our contact centre database in a comprehensible manner

- Consistently meet and exceed quantitative and qualitative targets

- Identify bottleneck, call out issues, own up customer issue/track & provide resolution

- Work within the team and with other functions to resolve Customers issues effectively

- Share process improvement ideas and suggestions with the teams leadership to improve the customer experience

Desired Candidate Profile :

- Any Graduate with 0-5 of experience in support services - domestic and overseas

- Excellent written and verbal communication skills

- Should be extremely comfortable in fast-paced, high-growth start-up environment

- Knowledge of working over MS- Excel

- Knowledge of working over a ticketing system and a CRM will be an added advantage

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