Customer Success Executive

Digiboxx.com – India’s 1st digital file storage and Cloud backup solutions provider is looking for a Customer Success Executive who will be the liaison between our company and the current and potential customers. We are seeking a candidate who can take ownership and effectively resolve customer issues, complaints and inquiries. This individual will prioritize customer success at the heart of every interaction, decision and behavior.

If you have an obsession to change the world with technology, and create difference in what you do, then Digiboxx is your place to be, where dreams take flight, ideas turn into innovations and every goal achieved is recognized/celebrated.

The vision of Digiboxx is to provide trusted and easy digital storage for everyone at an affordable price. We are looking for someone who is fun and inspiring to work with and who would like to be a part of our vision. There will be plenty of opportunities for you to further up skill yourself and grow with Digiboxx.

Essential Duties and Responsibilities:

• Unifies the Customer Success role with Sales, Revenues and Retention along the product roadmap.
• Reports to Sales team sharing the updates on Customer grievances and the road-map for feature enhancement.
• Provides visibility to the customer at all points in time. Meticulously tracks and follows ticketing system for issues raised by the customers with each ticket being issue-based and not customer-based.
• Diligent in maintaining records through communication and software systems from commencing to closing tickets for issue resolution.
• Maintains a positive attitude and calmly responds to customers' complaints while providing exceptional customer service through phone, email, chat, and other channels of communication.
• Ensures the Sales team members remain aligned with Customer Service all through the Customer journey and Customer Life Cycle.
• Ensures that the escalation matrix primarily remains revenue & retention focused.
• Displays empathy towards Customer grievances, customer concerns for customer retention.
• Provides first hand visibility to the internal teams on customer grievances by clearly addressing customer expectations.
• Influences customers through offering cross-sells, up-sells and enhanced renewals for existing customers.
• Builds sensitivity on timing of delivery and is able to loop back to Product teams for readiness in delivery within the expected timelines.
• Manages large amounts of inbound and outbound calls in a timely manner.
• Provide online customer service through a live chat support system.
• Follow communication “scripts” while interacting with customers.
• Identify customers’ needs, provide relevant information, research every issue and provide solutions and/or alternatives.
• Rerouting customer calls to other departments (if required) when advanced solutions are needed.
• Build sustainable relationships, go the extra mile to make customer’s day.
• Conducting surveys and creating reports based on customer feedback on products, keep records of all conversations/communications in our database. Meets individual and team targets.

Your skills and Experience:

• Experience of 1-3 years in a customer support role.
• Track record of over-achieving targets.
• Excellent communication skills with active listening.
• Familiarity with CRM systems and practices.
• Customer focus and adaptability to different personality types.
• Ability to multi-task, set priorities and manage time effectively.
• Graduation in B.Tech will be preferred.

Why DigiBoxx?

• Opportunity to work on a Swadesi world-class product
• Immense learning and growth opportunities with highly experienced leaders
• Choose your work location (Work from anywhere)
• Flexible working hours
• Exciting pay packages
• Top-notch office infrastructure in Mumbai, Delhi and Bangalore

Please note: What is stated under the “Roles & Responsibilities” is only indicative, not exhaustive. The Management reserves the right to add/delete/amend the roles & responsibilities at the discretion of the Company.

Job Types: Full-time, Permanent

Pay: ₹200,000.00 - ₹600,000.00 per year

Benefits:

• Health insurance
• Provident Fund

Work Location: In person