Senior Customer Support Executive (3-5 Yrs) Mumbai (After-Sales/Customer Service)

Position Overview :- As a Senior Customer Support Executive at MProfit, you will be a crucial part of our mission toprovide exceptional customer service and support to our clients. As someone specializing inhigh-potential customers, you will play a pivotal role in ensuring exceptional service delivery and satisfaction for our most valued clients.- Your primary responsibility will be cultivating strong relationships, answering inquiries, resolving issues promptly, and proactively identifying opportunities to enhance customers experiences.- This position requires a blend of strategic thinking, exceptional communication skills, and a deep understanding of customer needs and preferences.- Another major responsibility would be to learn the features and functionalities of the MProfitplatform quickly. This is a must to provide the best customer support and resolve clients queries.Key Responsibilities :Relationship Management :- Build and nurture strong relationships with high-potential customers through regular communication and proactive outreach.- Serve as the primary point of contact for all inquiries, requests, and escalations, ensuringtimely resolution and a personalized approach to problem-solving.- Conduct regular check-ins to gather feedback, assess satisfaction levels, and identifyopportunities for improvement or upselling.Customer Advocacy :- Act as a champion for the needs and interests of high-potential customers within the organization, advocating for enhancements to products, services, or processes that would benefit them.- Collaborate cross-functionally with sales, accounts, and other teams to address customer concerns, share insights and drive initiatives to improve the overall customer experience.Issue Resolution :- Respond promptly to customer inquiries and complaints, demonstrating empathy, patience, and a commitment to finding solutions that exceed expectations.- Escalate complex issues to appropriate stakeholders while maintaining ownership and accountability for timely resolution.- Document all interactions and resolutions in our helpdesk ticketing systems to maintain accurate records and facilitate knowledge sharing within the organization.Customer Engagement and Retention :- Develop and implement strategies to increase customer engagement, loyalty, and retention among high-potential customers.- Identify opportunities for cross-selling or upselling additional products or services based on customer needs and usage patterns.- Equipped to handle customer escalations and manage customer expectations while ensuring the highest level of customer satisfaction.Qualifications :- Bachelor s degree in Business, Finance, or a related field (preferred).- 3 Years of proven experience in customer service/success, preferably in the fintech industry or SaaS industry.- Exceptional communication skills, both verbal and written.- Strong problem-solving abilities and a customer-centric mindset.- Strong understanding of financial technology and SaaS platforms.- Familiarity with helpdesk ticketing tools like FreshDesk, ZohoDesk, ZenDesk, etc.- Technical knowledge, including understanding and explaining technical concepts to non-technical users.Perks and Benefits :- Incredible professional growth : Opportunity to thrive in a high-impact role in a high-growth company backed by distinguished investors- Upskilling : Opportunity to understand technology products and get a deep understanding of the fintech domain- Healthcare benefits : Health insurance coverage for self and spouse- Time off : Paid leaves, Sick leaves, and 2nd, and 4th Saturdays off to refresh and rejuvenate- What more? Casual dress code and free breakfast (ref:updazz.com)

Payroll Type : Permanent