Customer Service Representative

Job Title: Customer Success Associate

Work Location: Hebbal, Bengaluru

Shift Timings: 6 pm - 3 am / 8 pm - 5 am

The Customer Success Associate will be the primary point of contact for our customers. Through the interactions, they will help our customers see the value in our products and services and ensure they are able to use them to their fullest potential. The prime responsibility of this position is to manage inbound calls from our existing customers and assist in an efficient, courteous, and professional manner.

The key role involves providing customer support via phone, email, or chat, processing payments, scheduling services, handling general queries, and cross-selling our products across North America.

Responsibilities

• Being the first point of contact for customers, handling all customer inquiries, and focusing on first-call resolution.
• The team will be responsible for ensuring that our customer data is secured while taking payments or billing queries, scheduling services, or sharing any documents requested by the customer.
• The customer success team will seek opportunities to upsell new services/cross-sell additional products to existing customers after they assess their needs and requirements.
• Maintain the sales pipeline and follow up on the closure of pending sales opportunities. Perform daily sales activities and other tasks assigned by the sales manager or supervisor.
• The team will be responsible for managing adherence and hygiene while handling these calls.
• Apply active listening skills to diffuse a potential escalation, or if required, follow through with the right channel for escalation.

Qualifications

• Overall, I have 2+ years of experience with strong handling of B2B & B2C inbound sales.
• Excellent communication and stakeholder management with the ability to be both persuasive and influential.
• Proficient in English communication skills (neutral). Should have great relationship-building skills and customer orientation to understand customer needs and provide tailored solutions.
• Tremendous work ethic, high integrity, willingness to learn, laser-focused, passionate, & committed.
• Growth mindset and high change agility—the ability to learn new things quickly and adapt to and champion change with peers and others. A Team player who thrives in a rapidly changing environment
• Disciplined in business management; adaptable to a culture of accountability; meets sales targets and operational standards.
• Must be proficient in objection handling while pitching or making a new sale.
• Approaches others in a tactful manner, reacts well under pressure, and reflects or prioritizes the core values of the organization.
• Prior knowledge of waste management and environmental science will be a plus (Not Mandatory)