Role:Customer Experience Associate
Location: work from home
JOB DESCRIPTION:
- Build relationships with Customers, be the first point of contact for Customer interaction (Whatsapp, Email, Phone)
- Understand the needs of Customers and propose solutions to meet those unique business needs.
- Thoroughly understand product and expense processes on the Customer side and make improvement suggestions
- Balance autonomy in solving problems with awareness of escalation necessities
- Work cross-functionally to improve the product/experience for the Customer
- Be the product expert to the Customer and the Customer expert to the product team
- Proactively and diligently follow up on issues raised by Customers
- Help Alaan continuously improve the way it serves its Customers
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What you will do
- Staying in constant touch on a Customer-facing front and serving as a bridge between the user and the Customer team to help hash out any issues if they occur
- Constantly helping users make the most of their Alaan experience by suggesting features that are best suited for each individual Customer, according to their needs
- Collecting feedback from users to help collaborate with the Product team for development/improvements to the product
- Diligently prioritizing and following up on issues with the product/tech team
Education Required:
- Any Graduation
- Any stream
skills
- Strong communication skills, both written and oral, and a high degree of confidence in speaking with Customers
- Helping others succeed and improve gives you energy
- You are trustworthy and others perceive you as trustworthy
- You can understand a problem, break it down, and identify logical next steps
- Very organized and meticulous (no customer issue falls through the cracks)
- Greater than 1-year experience in similar roles (ideal but not mandatory)
- You love working against a goal – and you will independently identify what is needed to reach the goal
- Strong listening skills, empathy, and problem-solving abilities
- Background in Fintech or B2B SaaS would be an added advantage
- Demonstrated ability to work solo as well as being a productive team member
- Have a strong work ethic and are eager to learn and make new connections with prospects
- Strong fluency in English, both written and oral
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