No more applications are being accepted for this job
International Customer Support Associate - Gurugram, India - The Knot Worldwide
Description
Timings: 8 am - 5 pm CST, willing to work in night shiftABOUT 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/SKILLS2-3 year experience with previous work in a high volume, high visibility customer service environment or similarStrong technical background, preferably with SaaS or subscription productsProven ability to learn new information and adopt new processes quickly and effectivelyStrong written and impeccable verbal communication skillsAbility to multi-task and excellent time management skillsAbility to thrive in a high-pace and collaborative team environmentComfort with direct accountability for outcomes and vendor sentimentComfort with change, ambiguity, and decision-making with incomplete informationMust have excellent computer skills (Word, Excel, Gmail, Google Docs) and the ability to learn new systems quicklySalesforce CRM and reporting experience, a plusAbility to report to and work collaboratively with a US-based teamAbility to work US-based business hours to support customers and collaborate with the WPS team