About the role:-

As a Customer Relation Specialist, you will be responsible for making sure that our support desk is providing timely, accurate and meaningful resolution to all customer queries. You will have direct responsibility for quality control and also need to set up and adjust various processes within the support function. Any customer escalations that are not resolved at the agent level will need to be addressed appropriately by you. Your goal eventually is to maintain positive customer satisfaction to influence renewals and new sales.

You will also be in charge of identifying and facilitating agent training and development for your team members.

NOTE:- Please note that this is a desk based job and does not involve travel.

Employment Type:- This is a full-time, on-site role. Not work from home or hybrid.

Educational qualifications:- Bachelors degree in any relevant field.

What you'll do most of the time:-

Manage post-sales interactions with customers through strong relationship-building and product knowledge




Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs
Increase customer satisfaction by addressing challenges they are facing with respect to our product
Work closely with Product and Engineering on identification and tracking of enhancement requests and bugs
Function as the voice of the customer and provide internal feedback on how we can better serve our business and customers
Track accounts to identify churn risk and work proactively to eliminate that risk
Provide regular updates to the management team about issues that need their attention

What you'll need to Qualify:-

Self-motivated and driven by targets
Resilience
Strong communication skills - including both verbal and written
The ability to influence and negotiate with others

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