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  7. Senior Customer Support Executive

Senior Customer Support Executive

Job Description

Deevita’s target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction. Deevita is inviting enthusiastic customer service representatives, or CSR’s, who will act as a liaison, provide product/services information and resolve any problems of technical /product nature that our customer may face in using our products and services. Our CSRs should be genuinely excited to help customers. They should be patient, empathetic, and passionately communicative. They should have the passion to delight customers. CSR should put themselves in our customers’ shoes and advocate for them when necessary. Our Customer feedback is priceless, and our CSRs can gather that for us. Problem-solving should also come naturally to our customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints.

Responsibilities

  • Provider superior customer service to our customers with regard to using the software, technical assistance with regard to using the product or service
  • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Prepare product or service reports by collecting and analyzing customer information
  • Manage large amounts of incoming calls, effectively prioritize based on type of issues, and ensure every issue reaches a resolution stage & customer is fully informed
  • Identify and assess customers’ needs from engagement with customer, and influence next phase of product development
  • Build sustainable relationships of trust through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personal/team CSR targets and goals
  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
  • Keep records of customer interactions, process customer accounts and file documents
  • Recommend potential products or services to management by collecting customer information and analyzing customer needs
  • Follow communication procedures, guidelines and policies
  • Go the extra mile to engage customers proactively
  • Resolve customer complaints via phone, email, mail or social media
  • Work with customer service manager to ensure proper customer service is being delivered
  • Close out or open call records
  • Compile reports on overall customer satisfaction regular basis to management

Required Qualifications

  • 7- 10 years hands-on experience with Product Management preferably in a startup
  • Experience in building Product Strategy, Managing Product Road map/life cycle, and driving
  • Domain experience in Healthcare IT, especially Pharma sector
  • Experience in product management in B2B, SaaS space
  • MBA or Advanced degree with Engineering background preferably in IT/Software from premier institute
  • small team of Product managers to achieve business & strategic goals
  • Proven experience in delivering great Software products to customers, driving product strategy, definition and delivery
  • Strong quantitative skills, including analytical abilities, quick learner and wear multiple hats during various product life cycle
  • Agile and open mindset to collaborate with everyone in the company and do whatever it takes to get a great product out the door
  • Ability to work within a team, handle multiple assignments and meet tight deadlines