Customer Care Specialist

Job Description

Position Summary Redaptive is looking for a self-motivated, passionate, and collaborative Customer Care Specialist to work closely with our growing team based in the US & India. The Customer Care Specialist will collaborate with multiple teams such as the Service Delivery, Field Engineering, Product, Business Intelligence and Go-To-Market teams. In this role, you will work directly with customers to resolve their issues and ensure their needs are met with Redaptive’s solutions. You will use your excellent communication skills, empathy, creative problem solving skills, customer obsession, and attention to detail to deliver best-in-class support experiences for Redaptive customers. You will partner with internal and external stakeholders to identify opportunities and implement changes to make the customer care processes more efficient and effective. Customer Support Empower the Customer Care team to efficiently address customer issues on a larger scale by effectively communicating with customers, resolving their issues, answering their questions, and assisting them with their needs. Resolve customer issues effectively and promptly, demonstrating empathy and a sense of urgency. Track and communicate updates and status related to ongoing customer issues. Provide RMA support as needed, working with product manufacturers to ship out warranty and non-warranty parts. Account Management Maintain and manage client accounts, ensuring all information is up-to-date and accurate. Develop strong relationships with clients, understanding their needs and preferences. Build a deep understanding of our customers’ needs and ensure a high level of customer satisfaction Continuous Improvement Navigate through ambiguity, identifying problems, understanding when there is no existing process, and proactively proposing scalable solutions by proposing, designing, and implementing effective solutions, Proficient in directly communicating with customers to independently resolve their issues. Stay updated on industry trends, best practices, and Redaptive’s product offerings. Participate in training and development programs to enhance customer service skills. Contribute to the development of customer service policies, procedures, and standards. Identify opportunities to standardize and optimize existing processes. Typical working hours will be 9:00 PM – 6:00 AM IST to provide requisite overlap with our customers and counterparts in the US. Job Duty Time Spent Performing Duty Customer Support 50% Account Management 25% Continuous Improvement 25% Required Skills And Abilities Strong customer empathy. You are passionate about all thing’s customer service related. Build a deep understanding of our customers’ needs. Maintain a strong sense of urgency to promptly resolve customer issues. Adaptable, flexible to changing priorities and excellent problem-solving abilities. Organized with an eye for detail. Follow-up and drive tasks to completion. Excellent presentation, analytical, written, and verbal communication skills. Take ownership and demonstrate accountability for assigned tasks. Skilled in identifying opportunities to standardize and optimize existing processes. Passionate about Redaptive’s mission to transform the way resources are consumed, making buildings better for people, the planet, and the bottom-line. Have an ergonomically correct and functional work-from-home workstation set up; amenable to a hybrid of working from home and in an office setting in Pune, Maharashtra. Education And Experience 5+ years of experience of working in a customer support environment. Experience providing support to the Lighting, HVAC, electrical, building engineering, metering, or other related industry preferred. Experience with Salesforce and Microsoft Suite is highly preferred. Travel This role does not involve any international travel. Redaptive is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Show more Show less