Specialist - Customer Success
Job Title:
Specialist - Customer Success
Job Description:
IDfy Customer Success team is the champion for our Customer Satisfaction. The team provides an empathetic layer above our tech-driven solutions.
The team members are problem solvers. They feel for the customers’ challenges and strive to build a trusting relationship throughout the customer journey.
They recognize different user types have different needs - HR managers and prospective employees require a different support DNA.
The team is tool-driven in order to maximize efficiency. Team members are expected to train themselves with the IDfy BGV portal and our ticketing systems.
The team is goal-oriented so that we are able to solve customer problems quickly and efficiently.
In terms of functional roles, the team is involved in:
- Customer Onboarding and handholding for the initial 3 months
- Customer Support and Troubleshooting through multiple channels including phone, email, chatbots etc
- Reporting, Tracking and MIS for enterprise clients
- Bespoke process for large enterprise clients
- Liaising with product and operations teams
- Internal performance-driven activities including forecasting, client retention,
- CSAT and NPS measurement and corrective actions
Experience Range:
3 - 5 years
Educational Qualifications:
Any graduation
Job Responsibilities:
- Monitor the team’s performance and quality through dashboards
- Bring the team to meet targets and report transparently achievements and miss out to the management on a regular basis.
- Present data and conduct analysis in order to facilitate decision making at the team level.
- Identify the training needs of the team members in order to perform better qualitatively and quantitatively. Conduct regular assessment and feedback sessions with team members individually and collectively.
- Handle clients escalations by conducting RCA and provide accurate data in order to explain the issues with transparency. Come up with suggestions in order to fix the issues.
- Monitor assigned Client health in order to anticipate drop in volumes, monitor account health metrics, drop in quality and reach out to the client proactively through reviews and meetings.
- Represent the customer success team in cross-functional meetings with Product and sales in order to push customer requests and follow up on its development
- Strengthen the client relationship by asking for regular feedback and overall level of satisfaction. Collect and analyze CSAT and NPS data.
Skills Required:
Customer Service Support , Result Orientation , Collaborative Team Leadership , Clear Communications
Candidate Attributes:
- Have a good focus and complete the tasks from beginning to end in a good time frame
- Listening and reading carefully clients’ mails
- Develop an understanding and empathy towards clients/candidates problems
- Being able to follow strict conditions
- Able to maintain customer confidentiality
- Adopt an empathetic approach towards the client with politeness and pleasant attitude
- Excellent Excel / Word / Powerpoint Metrics
- Target-driven approach
Job Code: KL-BW3UPM5N
About Us
Eliminate Fraud. Establish Trust.
IDfy is an Integrated Identity Platform offering products and solutions for KYC, KYB, Background Verifications, Risk Mitigation, Digital Onboarding and Digital Privacy.
We establish trust while delivering a frictionless experience for you, your employees, customers and partners.
Only IDfy combines enterprise-grade technology with business understanding and has the widest breadth of offerings in the industry.
With more than 12+ years of experience and 2 million verifications per day, we are pioneers in this industry.
Our clients include HDFC Bank, Induslnd Bank, Zomato, Amazon, PhonePe, Paytm, HUL and many others.
We have successfully raised $27M from Elev8 Venture Partners, KB Investment, and Tenacity Ventures!
IDfy is an Integrated Identity Platform offering products and solutions for KYC, KYB, Background Verifications, Risk Mitigation, Digital Onboarding and Digital Privacy.
We establish trust while delivering a frictionless experience for you, your employees, customers and partners.
Only IDfy combines enterprise-grade technology with business understanding and has the widest breadth of offerings in the industry.
With more than 12+ years of experience and 2 million verifications per day, we are pioneers in this industry.
Our clients include HDFC Bank, Induslnd Bank, Zomato, Amazon, PhonePe, Paytm, HUL and many others.
We have successfully raised $27M from Elev8 Venture Partners, KB Investment, and Tenacity Ventures!
Why Us?
At IDfy, you will work on the entire end-to-end solution rather than a small cog of a giant wheel.
Thanks to our problem-centric approach, one in which we find the right technology to solve a problem rather than the other way around, you will always be working on the latest technologies.
You should be sold by now, but if you're not, here's some more. You'll have the chance to brainstorm in bean bags, strategise over foosball, and collaborate with a crew that's as quirky as it is brilliant.
Thanks to our problem-centric approach, one in which we find the right technology to solve a problem rather than the other way around, you will always be working on the latest technologies.
You should be sold by now, but if you're not, here's some more. You'll have the chance to brainstorm in bean bags, strategise over foosball, and collaborate with a crew that's as quirky as it is brilliant.
