Sr. Customer Success professional

About The 1% Club:

Our exclusive members-only community is designed with a clear purpose: to guide individuals towards achieving financial freedom and reaching the top 1%. We firmly believe that Indias financial services sector is underutilized, and our core strategy revolves around raising awareness through targeted content creation, effectively channeling a high-intent audience towards financial services.

As members of our community, our primary commitment shifts towards empowering individuals to embrace the all-encompassing lifestyle enjoyed by the top 1%. This entails:

1. Enhancing their financial returns.

2. Unlocking their full earning potential.

3. Cultivating a robust network of connections.

Objectives of this Role -

Handle inbound and outbound calling to provide accurate product/service information.

Guide and retain customers (CX) by delivering an excellent experience and building long-term trust.

Resolve customer issues efficiently to ensure high satisfaction.

Maintain a deep understanding of our products, services, and policies.

Respond to customer inquiries promptly across voice (calls), email, and chat.

Escalate complex issues when needed and follow up for resolution.

Maintain accurate records of customer interactions.

Key Tasks -

Guide customers step-by-step to resolve issues or navigate services.

Handle inbound/outbound customer interactions via calls, email, and live chat.

Address customer feedback with empathy and professionalism.

Collaborate with cross-functional teams for timely resolutions.

Manage a high volume of contacts while maintaining quality service.

Identify recurring issues and suggest improvements.

Keep accurate records in our CRM.

Contribute to support materials/resources.

Required Skills & Qualifications -

2+ years in customer support or related role (Semi-Voice preferred).

Excellent verbal and written communication skills.

Strong interpersonal and problem-solving abilities.

Time management and organizational skills to handle multiple queries.

Detail-oriented with a focus on quality service.

Ability to work effectively in teams and cross-functional environments.

Experience with CRM software.

Analytical skills to track and interpret customer trends.

Preferred Skills & Qualifications -

Multilingual proficiency for India s diverse market.

Knowledge of our products/services.

Flexibility with shifts/extended hours.

Empathetic and patient approach.

Ability to multitask and prioritize effectively.

Understanding of customer service best practices.