Customer Support Executive

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November 3

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AERHE DEVELOPMENT FEDERATION

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B2B • eCommerce • SaaS

AERHE DEVELOPMENT FEDERATION is a company focused on enhancing user-to-user engagement through its communication platform, CometChat. This all-in-one platform allows businesses to seamlessly integrate customized in-app messaging solutions, driving customer growth and improving engagement. The company offers various career opportunities in engineering, sales, customer success, and support across multiple locations, including Chennai and Mumbai, as well as remote positions.

11 - 50 employees

Founded 2023

🤝 B2B

🛍️ eCommerce

☁️ SaaS

📋 Description

• Responding to customer queries and resolving customer issues in a timely and accurate way, via live chat, email, or phone call. • Troubleshoot bugs faced by our clients. • Suggest ways to improve the process based on continued interactions with customers. • Follow up with customers to ensure their technical issues are resolved. • Keep records of customer interactions and feedback. • Ensure speedy resolution of issues while maintaining high customer satisfaction. • Partner cross-functionally with product, engineering, sales and marketing to stay up to date on the latest product developments. • Develop a deep understanding of the product in order to advise customers about the most relevant features/functionality for their specific business needs. • Collaborate with the technical team to resolve complex issues, escalating cases as necessary while keeping customers informed of progress.

🎯 Requirements

• 1-2 years of work experience in a client-facing role (Preferably B2B SaaS). • 1-2 years of experience in customer facing Chat & Email support. • 1-2 years of experience using Help desk software or any other ticketing system. • Excellent written and verbal communication skills. • Ability to explain complex concepts through clear and accurate writing. • People skills and having the gift of the gab to handle tricky situations. • Ability to complete large volumes of work quickly and independently with a high level of drive, initiative and self-motivation. • Comfortable working in a 24x7 rotational shift environment.

🏖️ Benefits

• Responding to customer queries and resolving customer issues in a timely and accurate way, via live chat, email, or phone call. • Troubleshoot bugs faced by our clients. • Suggest ways to improve the process based on continued interactions with customers. • Follow up with customers to ensure their technical issues are resolved. • Keep records of customer interactions and feedback. • Ensure speedy resolution of issues while maintaining high customer satisfaction. • Partner cross-functionally with product, engineering, sales and marketing to stay up to date on the latest product developments. • Develop a deep understanding of the product in order to advise customers about the most relevant features/functionality for their specific business needs. • Collaborate with the technical team to resolve complex issues, escalating cases as necessary while keeping customers informed of progress. • An understanding of the 'Customer First' principle and committed to consistently delivering high-quality customer support.