Customer Support Operations
21h ago
source : Shine

High performing team players, who are passionate about speaking and supporting our B2B, e- commerce enterprise customers.

Monitor, Manage & Maintain high levels of SLAs / TATs. Analyze, Support and provide the best business path for our customers success.

You are a graduate from an accredited university preferably an MBA

TradeLeaves : Customer Support Operations Position : Customer 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 SLAs and TATs (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. : Salesforce. com) , 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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