Customer Success Trainee

About the Role

Customer Success Trainee at Zenwork Digital.

Key Responsibilities

• Manage customer support inquiries efficiently across email and chat.
• Review, analyze, and resolve critical customer queries 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.
• Assist customers with inquiries and resolve issues to ensure a positive experience.
• Answer questions via Salesforce, chat, or email.
• Develop problem-solving skills to address customer needs efficiently.
• Contribute to process improvements by suggesting new ideas.

Requirements & Tech Stack

• Salesforce
• Email
• Chat
• MS Word

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.
• Familiarity with CRM systems and workflows.

Work Environment

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