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04/06 OP Chawla
Director at Softtech Career Infosystem Pvt.Ltd.

Views:62 Applications:29 Rec. Actions:Recruiter Actions:1

Senior Customer Support Executive (3-5 yrs)

Mumbai Job Code: 328945

Position Overview :

- As a Senior Customer Support Executive at MProfit, you will be a crucial part of our mission to
provide exceptional customer service and support to our clients. As someone specializing in
high-potential customers, you will play a pivotal role in ensuring exceptional service delivery and satisfaction for our most valued clients.

- Your primary responsibility will be cultivating strong relationships, answering inquiries, resolving issues promptly, and proactively identifying opportunities to enhance customers' experiences.

- This position requires a blend of strategic thinking, exceptional communication skills, and a deep understanding of customer needs and preferences.

- Another major responsibility would be to learn the features and functionalities of the MProfit
platform quickly. This is a must to provide the best customer support and resolve clients'
queries.

Key Responsibilities :

Relationship Management :

- Build and nurture strong relationships with high-potential customers through regular communication and proactive outreach.

- Serve as the primary point of contact for all inquiries, requests, and escalations, ensuring
timely resolution and a personalized approach to problem-solving.

- Conduct regular check-ins to gather feedback, assess satisfaction levels, and identify
opportunities for improvement or upselling.

Customer Advocacy :

- Act as a champion for the needs and interests of high-potential customers within the organization, advocating for enhancements to products, services, or processes that would benefit them.

- Collaborate cross-functionally with sales, accounts, and other teams to address customer concerns, share insights and drive initiatives to improve the overall customer experience.

Issue Resolution :

- Respond promptly to customer inquiries and complaints, demonstrating empathy, patience, and a commitment to finding solutions that exceed expectations.

- Escalate complex issues to appropriate stakeholders while maintaining ownership and accountability for timely resolution.

- Document all interactions and resolutions in our helpdesk ticketing systems to maintain accurate records and facilitate knowledge sharing within the organization.

Customer Engagement and Retention :

- Develop and implement strategies to increase customer engagement, loyalty, and retention among high-potential customers.

- Identify opportunities for cross-selling or upselling additional products or services based on customer needs and usage patterns.

- Equipped to handle customer escalations and manage customer expectations while ensuring the highest level of customer satisfaction.

Qualifications :

- Bachelor's degree in Business, Finance, or a related field (preferred).

- 3+ Years of proven experience in customer service/success, preferably in the fintech industry or SaaS industry.

- Exceptional communication skills, both verbal and written.

- Strong problem-solving abilities and a customer-centric mindset.

- Strong understanding of financial technology and SaaS platforms.

- Familiarity with helpdesk ticketing tools like FreshDesk, ZohoDesk, ZenDesk, etc.

- Technical knowledge, including understanding and explaining technical concepts to non-technical users.

Perks and Benefits :

- Incredible professional growth : Opportunity to thrive in a high-impact role in a high-growth company backed by distinguished investors

- Upskilling : Opportunity to understand technology products and get a deep understanding of the fintech domain

- Healthcare benefits : Health insurance coverage for self and spouse

- Time off : Paid leaves, Sick leaves, and 2nd, and 4th Saturdays off to refresh and rejuvenate

- What more? Casual dress code and free breakfast

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