Customer Retention Specialist: 708

Customer Retention Specialist.

Pune, India | Full-Time | Client Site.

Are you someone who is obsessed with taking Ownership and providing end-to-end Customer satisfaction for escalated issues?

Analyzing and maintaining the committed TATs and SLAs for Customers?

If so, this is an opportunity for you to join a high-functioning team and make your mark on our organization!

The Impact you will create in the Job:

• Maintain relationships with clients, resolve customer issues/queries and create Customer Advocacy to get a higher NPS/ CSAT score.
• Retain existing business, prevent customer churn and look out for increasing Netcore wallet share and create new opportunities. 
• To convert an escalation or challenge into a future business opportunity
• Periodic business reviews with customers.
• Ensure good Intra team coordination and empathy between different departments
• Responsible for getting the issues raised, addressing tech challenges to the core so that customers can use the platform seamlessly. 
• Educating Customers to ensure comfort in the usage of Product along with resolving their platform queries, provide periodic platform walkthrough to customers to increase stickiness.
• Understanding & responding to primary level customer queries / issues over Chat, phone or email/ ticketing systems.
• Analyze and identify process changes or product enhancements required & suggest if any.
• Monitor internal alerts and raise alarm for critical issues.

What we look for?

• Graduation from a recognized university in any stream, IT stream will have priority
• Ability to ask the right questions & have a good sense of customer business/industry.
• Clear and concise written and spoken communication skills.
• Good observer and listener
• Stress management under critical scenarios
• 2-4  years of experience in handling customers or part of technical support team.
• Be available at flexible shift timings for best customer experience
• Education Graduation in a recognized university in IT/ Engineering stream.
• Knowledge of

  Linux and troubleshooting is good to have..

• Good knowledge about -DNS, HTML, CSS and JIRA, Rest API, Zendesk, Freshdesk.

• Microsoft Excel/ OpenOffice Calc, PowerPoint knowledge to draft and share reports.

Why Netcore?

Being first is in our nature. Netcore cloud is first and leading AI/ML-powered customer engagement and experience platform (CEE) that helps B2C brands increase engagement, conversions, revenue and retention. Our cutting-edge SaaS products enable personalized engagement across the entire customer journey and build amazing digital experiences for business of all sizes.

Our CEE platform includes 6 products – Customer Engagement, Email, Personalization, Product Experience, Customer Data platform (CDP) & Raman – our AI engine.

Netcore has a perfect combo of experience as well as an agile mind. We currently work with 5000+ enterprise brands across 18 countries and serve more than 70% Unicorns in India, making us among the top-rated customer engagement & experience platform.

Headquartered in Mumbai, we have our global footprints across 10 countries worldwide including United States and Germany. Being certified as a Great Place to Work for three consecutive years only reinforces Netcore’s principle of being a people-centric company – where you will not be just an employee but a family member of the organization.

A career at Netcore is more than just a job — it’s an opportunity to shape the future. For more information, please visit netcorecloud.com or follow us on LinkedIn.

What’s in it for you?

• Immense growth, continuous learning and connecting with the top-notch brands
• Work with some of the most innovative brains
• Medium to adopt to latest SaaS tools and work with agencies in the US   
• Opportunity to explore your entrepreneurial mindset
• Open culture where your creative bug gets activated.
• Gateway to build your own network amongst CMO’s, CPO’s & Founders across globe.

If this sounds like a company you would like to be a part of, and a role you would thrive in, please don’t hold back from applying! We need your unique perspective for our continued innovation and success!

So let’s converse! Our inquisitive nature is all keen to know more about you.