Customer Success Trainee

Role: Customer Success Trainee

Job Summary

As a Customer Support Specialist at Zenwork Inc., you will be the frontline in delivering exceptional customer service to our U.S.-based clients. Your role involves assisting customers with their inquiries, resolving issues, and ensuring a positive experience. You'll handle multiple tasks, such as answering questions via Salesforce, chat, or email, and develop problem-solving skills to address customer needs efficiently. With comprehensive training, you'll gain the expertise to thrive in a dynamic work environment while consistently providing top-quality service. This role also offers the opportunity to contribute to process improvements by suggesting new ideas. You'll need to be adaptable, as the job requires working in various shifts, including night shifts. If you're eager to learn, motivated to help others, and ready to embrace a fast-paced work environment, this position is an excellent opportunity to advance your career.

Key Responsibilities

• Manage customer support inquiries efficiently across email and chat, adapting between channels as needed to meet business demands.
• Review, analyze, and resolve critical customer queries with precision to ensure customer satisfaction and adherence to SLAs.
• Communicate customer feedback, feature requests, and suggestions for process improvements to the product team.
• Capable of handling multiple chats simultaneously.
• Maintain zero open tickets policy by resolving or appropriately escalating issues by the end of each day.
• Track and report on customer pain points, providing actionable insights for process improvements.
• Proficiently use MS Word for document preparation and customer communication.
• Work effectively in a fast-paced environment, managing SLAs and TATs to meet customer expectations.

Requirements & Tech Stack

• Experience with Salesforce is preferred.
• Familiarity with CRM systems and workflows.
• Proficient in MS Word.
• Experience with chat and email support.

Qualifications

• Graduation Mandatory.
• Excellent written and verbal communication skills, with a focus on delivering clear and professional interactions.
• Strong problem-solving abilities and a customer-centric mindset.
• Ability to manage multiple tasks simultaneously and maintain a high level of attention to detail.
• Adaptable to work in a 24/7 work environment with rotating weekly time off, including permanent night shifts or assigned rotational shifts.

Work Environment

• Location: Hyderabad
• Work Mode: Work From Office
• Shift: 24/7 work environment with rotating weekly time off. Must be able to work permanent night shifts or assigned rotational shifts.
• Notice Period: Immediate / 30 Days