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Gurgaon

    International Customer Support Associate - Gurugram, India - The Knot Worldwide

    The Knot Worldwide
    The Knot Worldwide Gurugram, India

    Found in: Talent IN 2A C2 - 4 days ago

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    Description

    Timings: 8 am - 5 pm CST, willing to work in night shift

    ABOUT THE ROLE AND OUR TEAM:

    • Provide highly responsive service to TKWW Wedding Pros (vendors), efficiently and professionally via email.
    • Maintain sufficient product knowledge across all TKWW properties to provide accurate solutions and an effortless vendor experience.
    • Problem solve technical questions and issues that customers may have and work cross-departmentally to resolve them.
    • Share "the voice of the vendor" from the WeddingPro Support POV so leadership can adequately support retention efforts.
    • Identify and flag any site bugs or common customer questions to Support leadership.
    • Consistently meet or exceed stated performance expectations for work quality, quantity, and impact.
    • Maintain individual and team-level ratings of satisfaction with WeddingPro Support. These may include CSAT, CRS, NPS or other metrics as determined by leadership.
    • Remain 100% compliant with all data, record-keeping, and reporting requests.
    • Other projects/duties as assigned.

    REQUIREMENTS/SKILLS

    • 2-3 year experience with previous work in a high volume, high visibility customer service environment or similar
    • Strong technical background, preferably with SaaS or subscription products
    • Proven ability to learn new information and adopt new processes quickly and effectively
    • Strong written and impeccable verbal communication skills
    • Ability to multi-task and excellent time management skills
    • Ability to thrive in a high-pace and collaborative team environment
    • Comfort with direct accountability for outcomes and vendor sentiment
    • Comfort with change, ambiguity, and decision-making with incomplete information
    • Must have excellent computer skills (Word, Excel, Gmail, Google Docs) and the ability to learn new systems quickly
    • Salesforce CRM and reporting experience, a plus
    • Ability to report to and work collaboratively with a US-based team
    • Ability to work US-based business hours to support customers and collaborate with the WPS team
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