Customer Support Executive
Job details
About the job As a Customer Success Executive at Avaz, you will be interacting directly with parents and professionals in India, to build a close and cohesive community of users and will have the satisfaction of making a direct impact in the lives of people with disabilities. You will work alongside a top-notch Avaz team, for whom quality is non-negotiable, and who go the extra mile to WOW the customer. You will be working in a highly technical, and charged environment, in a flat hierarchy with world-class designers, engineers, testers and product managers. If you are interested, please fill up the form to apply - Responsibilities and Duties As a Customer Success Executive, you will be -
- Interacting with customers (through mail, chat, telephonic) to help them solve their problems and work on initiatives that help increase their engagement with the product.
- Speaking to Avaz prospects / customers for gaining insights about their usage, issues faced and reverting with their feedback to Product team to improve the product features
- Providing Customer support for the flagship product Avaz via Email, Phone, WhatsApp/Chat. This will be for a global audience.
- Managing product FAQs and Knowledge base and integrating with CRM tools
- Pro-actively supporting customers when they face challenges, using Analytics tools and sending emails / notifications in advance
- Calling/mailing customers to resolve their problems.
- Key Account management for Indian schools and organizations
- Managing Avaz User group on Whatsapp
- Assisting with Avaz demos and conferences when required
- Managing the Avaz tele-therapy services cycle - working collaboratively with speech therapists and parents, speaking to prospects, onboarding new clients, follow ups, managing scheduling and cancellations, answering queries etc.
- Collaboratively work across teams - with the Sales and Marketing, Content, Product, Engineering to provide customer support and also share the customer feedback with the team.
- Excellent communication skills in written and spoken English
- Keen eye for detail and ability to resolve issues
- Prior work experience in Customer Support - at least 2-3 years
- Ability to understand, resolve and close issues
- Comfortable with use of various online technology tools
- Being dynamic, self-motivated and taking initiatives
- Willing to taking up multiple responsibilities
- Ability to work in a team
- Fluent in speaking English and Hindi
- Being a special educator or parent of a child with special needs
- Prior experience in the Special Needs sector
- Knowledge and use of customer-support applications and tools
- Fluent in speaking a local language in addition to English and Hindi
Apply safely
To stay safe in your job search, information on common scams and to get free expert advice, we recommend that you visit SAFERjobs, a non-profit, joint industry and law enforcement organization working to combat job scams.
