Customer Success Specialist

In this role, you will be the first point of contact for our US-based customers, handling a variety of inquiries and issues. The ideal candidate is a patient and professional communicator, an effective multitasker, and is passionate about providing world-class customer support.

Qualifications

• Proven experience in any customer-facing role is required
• Exceptional verbal communication skills in English are essential. Candidates must possess a clear, neutral, or American accent to effectively service US-based customers
• Minimum Matric or O Levels is required
• Weekends Off
  
  

Perks Of Being An Ibexian

• Medical Insurance & OPD
• Provident Fund with investment options
• Leave Encashment
• Annual leaves
• On job training
• Two days off in a week
• Ergonomic furniture and infrastructure
• Referral Rewards
• Annual Increment
• Conveyance facility
• Loan facility
• Employee Appreciation Programs
  
  

The salary for this position will be up to Rs. 115,000/ month. It's worth noting, we pay very well for this role, and in general. We hire great people that do great work and are deserving of appreciation and rewards. But, this has nothing to do with your past experience and credentials. The only thing that matters to us is the work you'll do with us, and the value you'll add to our team.

Responsibilities

• Professionally manage a high volume of inbound calls from US customers regarding their complaints, requests, order status, follow-ups, and general inquiries
• Deliver an exceptional customer experience on every call, maintaining a professional, empathetic, and courteous demeanor while adhering to high-quality service standards
• Accurately identify customer needs, troubleshoot issues, and provide clear and correct solutions. Ensure that all resolutions are provided in strict accordance with company policies and procedures
• Navigate multiple software applications (CRM, order management systems, knowledge base) simultaneously while actively listening and speaking with the customer
• Strive to meet and exceed individual and team performance metrics, including NPS, Customer Satisfaction (CSAT), and call handling time (AHT)