About the role
Vcheck is looking for a highly motivated, detail-oriented Customer Success Analyst who will process and deliver Identity Verification reports and manage related client communications. This role will partner with our customers and members of the Customer Success team to support the Identity Verification process from intake to delivery.
This role requires prior experience in customer-facing positions and is an onsite role in our Pune office.
What youll be doing
- Communicate directly with customers to process Identity Verification orders and ensure timely delivery of reports
- Manage an email queue, confirming receipt of new orders, providing order updates as needed, and assisting with ad hoc requests
- Initiate Identity Verification checks, review results for completeness and accuracy, and deliver reports to customers within agreed upon timelines
- Understand requirements for report delivery, and follow communication guidelines and procedures accordingly
- Organize daily tasks to ensure new request are initiated and requests in progress are handled to completion
- Clearly communicate expectations and respond to customer inquiries
- Escalate and report on client sentiment
- Performs other duties as assigned
About you
Key requirements:
Were looking for someone who is passionate about joining a diverse team and is driven to achieve results through ownership, process optimization, and upstanding character. If this describes you, we encourage you to apply, even if you dont meet every requirement listed.
- 3-5 years of experience in a customer support role
- Experience with Salesforce Service Console (or other CRM) preferred
- Excellent written, verbal and interpersonal communication
- Excellent time management and organization skills
- Attentive to detail, ability to multi-task, and process-oriented
- Ability to take initiative with minimal supervision
Physical requirements:
The ideal candidate must be able to complete all physical requirements of the job with or without a reasonable accommodation:
- While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and keyboard.
- Specific vision abilities required by this job include close vision requirements due to computer work.
