Customer Service Specialist - Gurgaon/Bangalore

Customer Service Specialist (CSS) | Customer Success Team
Full Time | Gurgaon | Bangalore

Job Responsibilities

• Leverage industry and organizational standards, patterns and best practices to address immediate customer issues and support the customer experience.
• Identify and assess customer's needs to achieve the highest level of satisfaction
• Become the voice of the customer when engaging with internal teams
• Understand 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.
• Contribute to team effort by accomplishing related results as & when needed.
• Identify and assess customer's needs to achieve the highest level of satisfaction
  Work closely with cross-functional teams to ensure customer concerns are resolved at the earliest.
• Maintaining and expanding on excellent executive client relationships as well as building strong internal relationships across the departments to deliver superior performance.
• Help improve the internal processes using customer feedback as the main criteria.
• Triage and prioritize issues according to severity
• Escalate issues when necessary
• Proactively identify support needs and address risks before they become an issue
• Enhance client satisfaction by ensuring that response, updates and call resolution times occurs within the defined service level guidelines and team goals & objectives
• Guide users on product features and should be assisting clients' for the testing the used cases as defined by the business
• Proficient in utilizing business tools such as: Excel, PowerPoint etc.
  

What we look for?
• Graduation from a recognized university in any stream, IT stream will have priority
• Technology and current market expectations
• Background: MBA preferred
• Ability to ask right questions
• Clear and concise written and spoken communication skills.
• Good observer and listener, quick learner.
• 0-1 years of experience in client relationship role.

Why Netcore?
Being first is in our nature. Netcore cloud is first and leading AI/ML-powered customer engagement and experience platform (CEE) that helps B2C brands increase engagement, conversions, revenue and retention. Our cutting-edge SaaS products enable personalized engagement across the entire customer journey and build amazing digital experiences for business of all sizes.

Our CEE platform includes 6 products - Customer Engagement, Email, Personalization, Product Experience, Customer Data platform (CDP) & Raman - our AI engine.

Netcore has a perfect combo of experience as well as an agile mind. We currently work with 5000+ enterprise brands across 18 countries and serve more than 70% Unicorns in India, making us among the top-rated customer engagement & experience platform.

Headquartered in Mumbai, we have our global footprints across 10 countries worldwide including United States and Germany. Being certified as a Great Place to Work for three consecutive years only reinforces Netcore's principle of being a people-centric company - where you will not be just an employee but a family member of the organization.

A career at Netcore is more than just a job - it's an opportunity to shape the future. For more information, please visit netcorecloud.com or follow us on LinkedIn.

What's in it for you?
• Immense growth, continuous learning and consult the top-notch international brands
• Work with some of the most innovative brains
• Opportunity to explore your entrepreneurial mindset
• Open culture where your creative bug gets activated.

If this sounds like a company you would like to be a part of, and a role you would thrive in, please don't hold back from applying! We need your unique perspective for our continued innovation and success!

So let's converse! Our inquisitive nature is all keen to know more about you.