Job Description :

Sift Consultancy Pvt Ltd is an IT services and business solutions company, playing an integral role in our clients' growth strategy. We provide creative solutions to clients around the world, that can simplify, strengthen and transform their businesses. Currently we are looking for a Customer Experience Associate to join our team in Bangalore.

Employment Type: Full time permanent employment

Location: Bangalore

What we're looking for :

- The Customer Experience Associate will work directly with the Customer Experience Team as well as with the sales, operations, and product teams to address all customer-related questions, issues and needs. You'll need to be flexible and able to wear a few hats, but our Leadership Team will be there every step of the way to guide and coach you.

- The Customer Experience Associate will work in a customer-focused business operations role, helping to ensure our customers/prospects are insanely happy and deliver a truly remarkable experience to all who interact with Us.

Key Responsibilities :

- Act as the gatekeeper of all customer requests via chat, email, and video calls

- Act as the forward-facing voice to all customers

- Understand the platform inside and out to be able to address all customer needs.

- Juggle multiple conversations and ensure that every customer is cared for in a timely manner.

- Take ownership of any issue from inception through resolution

- Be able to communicate and explain complex concepts in multiple ways to fit different types of learners.

- Create help resources that not only explain the platform, but also account for potential user pitfalls and struggles.

- Utilize cross-team communication to identify and resolve any customer issues.

- Consistently find a positive outlook for every customer concern or issue, no matter how challenging

- Think creatively in order to make better internally and for our customers.

Ideal Candidate Profile Qualities :

- Always looks for the best in others and in every situation.

- Exceptional attention to detail, no element is too small or insignificant.

- Adaptable and quick to learn new processes and is self-directed, goal- oriented, and flexible

- Enjoys working with a sense of urgency in a fast-paced and ambiguous environment

- Able to keep a cool head and think clearly under pressure

- Able to work cross-functionally and with a wide range of employees with different skill sets

Skills/Experience :

- Excellent written, verbal and visual communication skills

- Strong organizational skills to effectively manage time and prioritize work

- Experience working in a customer centric capacity

- Nice to Have - Experience with Intercom

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