Customer Support Associate

Responsibilities

• Leads and implements best practice service management and governance into each client engagement and provides resolutions to team escalations.
• Ability to provide cross functional collaboration across all departments.
• Responsible for capturing the voice of customers to track and follow up on actions.
• Responsible for delivery against the SLAs and key business measures across the team.
• Responsible for driving Service improvements and continual improvements for the account, helping to move toward greater account development and net promoter scores (NPS).
• Provide bespoke reporting for accounts ensuring data accuracy and integrity.
• Managing Incident and Delivery escalations and ensuring all the right stakeholders are involved at the right time. Support the resolution of inventory issues informed by Service Operations teams.
• You will be responsible for product adoption, account growth (upsells), and account success.
• Monitor account health and proactively reach out to clients based on key metrics & triggers specifically those customers that have low adoption./li>
• Increase Customer Satisfaction and minimize Churn, by engaging via emails, calls, and texts to resolve challenges they are facing with respect to our product, also sharing inputs to better use the product.
• Help customers implement integrations with the ICE platform.
• Provide support for accounts that are at risk and escalated account issues.

Skills and Qualifications

• Any graduate / PG
• Customer focussed- Have a customer focussed approach in everything and always work with a sense of responsibility and ownership.
• Stakeholder Management- Creating a positive relationship with all stakeholders and collaborating to achieve a successful outcome.
• Continual Improvement to understand customer s business and operations, define Service Improvement Plans (SIP) and Continual improvement in the service and processes.
• 2- 4 years of experience in a customer-facing support/success/account management role.
• Customer experience champion.
• Excellent oral and written communication skills.
• Consultative approach & stakeholder management.
• Deep customer empathy.
• Exceptional SaaS product knowledge.
• Ability to effectively manage delicate customer situations.
• Organized and reliable - Able to work as a team with little direction when necessary.

Industry

• Insurance