Customer Support Executive - US/Canada

Who Are We?

At NIBAV, we are revolutionizing residential mobility solutions with our state-of-the-art, compact, and bespoke home elevator designs. With advancements in pneumatic technology, we provide luxury elevators that are accessible and affordable. As of 2024, our global family spans over 1000 employees across 29 locations in India and 8 countries, including Australia, UAE, Malaysia, Kenya, Mexico, Thailand, US and Canada. Our vision is to make "Luxury in Every Home," bringing high-quality, imported-standard elevators into every Indian home.

https://youtu.be/2sDw-HVmLiY

https://www.nibavlifts.com/

Why Join Us?

This is more than just a roleits an opportunity to shape Customer Support operations for NIBAV. Based in Chennai, your role will include customer satisfaction, drive revenue generation, and contribute to the overall growth of the organization.

What Youll Do

• Be the primary point of contact for customer interactions, ensuring smooth and timely engagement from welcome calls to post-sales support.
• Manage customer satisfaction initiatives, tracking metrics like Net Promoter Score (NPS) and customer feedback to drive retention and loyalty. Handle customer escalations with professionalism, ensuring issues are resolved efficiently and effectively.
• Oversee the handover process, ensuring smooth delivery and alignment with customer expectations.
• Lead efforts to gather customer testimonials and Google reviews, meeting targeted achievement goals.
• Drive revenue generation through referrals and manage payment collections after order placement, achieving collection targets.
• Monitor production processes to ensure that orders match customer requirements and expectations.
• Maintain accurate daily reports and Key Performance Indicators (KPIs) to track progress and identify areas for improvement.
• Collaborate with internal teams (production, accounts, technical, etc.) to ensure the seamless execution of customer interactions.
• Analyze customer data and provide insights to optimize service delivery and enhance customer experience.

What You’ll Bring

• 6 years of experience in Customer Relationship.
• Undergraduate degree from a reputed organization.
• A passion for building and maintaining strong customer relationships.
• Exceptional communication skills, both verbal and written, with the ability to manage difficult situations and resolve conflicts.
• Strong problem-solving abilities and a proactive approach to identifying and addressing customer needs.
• A data-driven mindset, with the ability to analyze customer feedback and performance metrics to make informed decisions.
• Excellent teamwork and collaboration skills, working effectively with internal teams to ensure a smooth customer experience.
• A customer-centric mindset, always striving to improve customer satisfaction and retention.
• Ability to manage multiple priorities in a fast-paced, results-oriented environment.

What Sets You Apart

• Proven expertise in steering nationwide CRM operations, aligning strategies seamlessly with business goals to drive impactful outcomes.
• Passionate about delivering superior customer journeys that foster trust, loyalty, and long-term partnerships.
• Skilled at navigating complex market conditions, regulatory environments, and customer behaviours to capitalize on opportunities and ensure business success.

Join Us on Our Mission!

If you are a dynamic leader with a passion for customer relationship management and team development, we want to hear from you! Join NIBAV and Elite Elevators in transforming the Home Elevator Industry and bringing luxury to every home.