07/02 Soham Chokshi
HR at Shipsy

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Shipsy - Executive - Customer Success (1-5 yrs)

Gurgaon/Gurugram Job Code: 62602

Responsibilities :

- Understanding the range of products and relationships with major customers

- Ensure that all tickets are resolved on-time

- Responsible for onboarding new products and migrations, creating customer service procedures, and managing communication and knowledge sharing, to ensure readiness of customer service teams across all functional internal and external teams

- Redirecting the ticket to the respective team for resolution.

- Communicate frequently and clearly with various products owners, customers and various internal stakeholders and understand future enhancements

- Capture detailed and accurate information about issues and concerns to provide resolution or clarification as needed.

- Ensure that the tickets are given to the internal team for resolution

- Timely updates provided to the customers

- Act as voice of customer within the company to achieve the best customer experience and increase awareness of customer feedback within the company.

- Measure project performance using appropriate systems, tools and techniques

- Report and escalate to management as needed

- Manage the relationship with the client and all stakeholders

- Perform risk management to minimize project risks

- Create and maintain comprehensive project documentation

- Develop and deliver progress reports, proposals, requirements, and presentations

- Recommend and implement ticketing process improvements


- Able to clearly communicate technical concepts to both technical and non-technical audiences

- Bachelor's Degree.

- Prior experience with Jira Service Desk.

- Proven working experience in customer support in the information technology sector

- Excellent written and verbal communication skills

- Able to clearly communicate technical concepts to both technical and non-technical audiences

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