Customer Engagement and Support Operations

Position: Customer Engagement and Support Operations
Location: Hyderabad
Experience: 2-3 years’ experience in B2B retail / e-commerce Support Operations

Required Skill Set:

  • Customer Focused and ensures to maintain a high level of Customer Satisfaction Ratings at all times.
  • Platform Monitoring and MIS/Reporting. Including all Technical & Operational Queries, Alerts and Notifications, supporting customers. Maintains High standards of internal and external SLA’s and TAT’s (Tickets & Escalations).
  • Meets with other teams to discuss possible improvements of any kind (Platform, Business, Technology & Policies etc.), not limited to customer feedback only. Is involved in Training / Hand-holding the next levels of Customer Support Executive within the team.

Soft Skills required:

  • Strong Willingness to work in shifts (Global Time zones). Follow-the-sun model will be a +.
  • Excellent written and verbal communication skills, including fluent and proper English language usage.
  • Service oriented with the ability to build and maintain customer loyalty and relationships.
  • Good level of e-Commerce / B2B market awareness.
  • Flexible Positive attitude with proven experience of working in a team / with customers (Phone Calls / Chats / E-mails or face-to-face). Start-ups experience will be an added advantage.

Personal Skills required:

  • Be able to respond well to pressure. Think creatively and within time.
  • Be organized and methodical - be proactive and able to take initiatives / Fast-learner.
  • Start-up contributor. Be able to motivate and inspire team-work. Be able to work within a strict budget.
  • Computer proficiency, including MS Office, a CRM (e.g.:, Support Tools & Database etc.
    • Native apps on Android and iOS platforms
    • Drupal, WordPress, Alfresco , Activity
    • Hadoop, HBase, CloudFront, MongoDB, DynamoDB
  • Expertise in testing methods, tools, and automation techniques.
  • Usage of source control systems, defect tracking, project management, and collaboration tools.
  • Good verbal and written communication skills.
  • Enthusiastic and Passionate about developing software solutions. Should be self driven.

Preferred Skill Set:

Accountabilities and Performance Measures:
  • Have prior work experience in B2B retail / e-Commerce Support Operations. Working with MNC/Foreign clients will be a +.
  • Completes strategic customer asks / requirements that meet company standards and CSR.
  • Hands-on Technical troubleshooting skills & ability is a must. Understands the SaaS / B2B Technologies.
  • Completes required training and development objectives within the assigned time frame for self / team.

Academic Qualifications: Graduate from an accredited university | Preferably an MBA

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