Job Description: Customer Success Executive

Experience: 0-1 year

Location: Noida (Hybrid)

Xebo.ai is a SaaS based experience management platform. We are a global IT product based firm whose vision is to be the best in class research platform which helps organizations make smarter and informed decisions hence improving the experiences organizations provide to every stakeholder. The platform helps organizations capture feedback at multiple touchpoints, understand it in real-time, and deliver insights by offering Simplified Survey, Customer Experience, Employee Satisfaction, Brand Tracking and Awareness. We are proud to provide Communities and Mystery Shopping solutions, as well as strategic guidance, support and services to leading banks, Insurance companies, airports and FMCG companies across the globe.

Position Description:

- Client Success Executive plays a critical role in client satisfaction and thus bringing repeat business. They are the primary point of contact for the company's clients and need to have good communications, interpersonal and problem-solving skills.

- We are looking for a smart-working dedicated individual to join our team.

Responsibilities:

- Respond to customer queries in a timely and accurate way, via email or chat

- Identify customer needs and help customers use specific features of the platform

- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)

- Update our internal databases with information about technical issues and useful discussions with customers

- Share feature requests and effective workarounds with team members

- Inform customers about new features and functionalities

- Follow up with customers to ensure their technical issues are resolved

- Gather customer feedback and share with our Product, Sales and Marketing teams

- Respond to and resolve complex client issues through incident recognition, research, resolution, escalation and follow up.

Requirements :

- Completed graduation degree/masters degree

- Relevant experience in similar role will be preferred

- Excellent communication and interpersonal skills

- Excellent aptitude and problem-solving skills

- Knowledge of MS Excel and PowerPoint

- Ability to handle pressure