This role involves working in rotational shifts, including night shifts. Only candidates who are comfortable working in these shifts are requested to apply.
The Opportunity:
As an Associate Customer Service Manager (Chat & Calls), you will find yourself in one of the most interesting and challenging positions in the organization if you have a strong orientation toward Sales and a great customer service mindset.
The role offers you a unique opportunity and experience to interact with the top academic researchers across the world, understand their needs, and recommend suitable solutions to help them. It is also an opportunity to directly influence the organization's revenue by meeting the monthly sales targets.
Responsibilities:
Provide real-time support to customers via our new age chat/calling platform (Genesys) with the goal of converting inquiries
Help build customers' confidence in Editage brand over competitors and improve conversion rates
Add a human factor to customer shopping experience thereby influencing repeat rate
Influence the revenue of the organization by pitching our services to clients over chat and calls
Identify website errors and provide solutions for the same
Identify the business trends by keeping a watch on the customer feedback and share it with the key stakeholders.
Requirements:
Have excellent written and spoken communication skills. English is mandatory, other languages are welcome!
0-1 year of experience - Freshers are encouraged to apply
Have a service-oriented and customer-first mindset. You enjoy helping and using your communication, persuasion, and people skills to achieve operational & team results
Have a collaborative working spirit and can work seamlessly across teams and functions to resolve sticky situations
Have excellent interpersonal and intercultural skills and can work with global teams
Like working under pressure, are flexible and can maintain a positive attitude even when the going gets tough
Are resourceful, can think on your feet and make quick decisions
Can work independently to interpret data, identify trends, and formulate solutions to routing scenarios
Are goal and results-oriented with a keen sense of urgency and ownership
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