Executive - Customer Service (6-10 yrs)

Job Title : Customer Service Executive cum Project Management Officer

Location : Hyderabad

Experience : 6-10yr

Work Mode : On site

Customer Service:

1. Optimize Customer Lifecycle.

2. Manage Customer Success Activities.

3. Providing initial, ongoing, and refresher training to customer stakeholders.

4. Hand-holding the users (particularly the administrator) and assisting them in effective usage of the platform and act as their go-to person for doubts on the product.

5. Gathering customer data required to support implementations.

6. Acting as the bridge between the Product / Engineering team and the customer or channel partner.

7. Reporting issues faced by the users to the Product / Engineering team.

8. Managing customer expectations around delivery times for product fixes and enhancements. Conducting periodic dipsticks with users to proactively monitor product satisfaction.

9. Monitoring product usage, encouraging customers to increase usage where there is scope for improvement

10. Collaborate with cross-functional teams to address complex customer issues, ensuring a seamless customer experience.

11. Document customer interactions, inquiries, and complaints in the CRM system for

reference and analysis Project Management:

1. Support project managers in developing and implementing project plans, timelines, and budgets.

2. Assist in coordinating project activities, ensuring tasks are assigned, and deadlines are met.

3. Monitor project progress, track milestones, and provide regular updates to project stakeholders.

4. Maintain project documentation, including project charters, scope statements, risk registers, and change requests, ensuring accuracy and accessibility.

5. Collaborate with cross-functional teams to gather project requirements, resolve issues, and ensure project deliverables are met.

6. Identify risks and issues, escalate them to project managers, and contribute to risk mitigation and contingency planning.

7. Contribute to the improvement of project management processes, tools, and templates.

Requirements :

1. Bachelor's degree in Business Administration, Communications, Project Management, or a related field (preferred).

2. Proven experience in customer service, preferably in a fast-paced environment.

3. Strong communication skills, both verbal and written, with the ability to interact effectively with customers and project stakeholders.

4. Excellent problem-solving and decision-making abilities.

5. Proficient in using CRM software, project management tools, and Microsoft Office Suite.

6. Highly organized with strong attention to detail and the ability to manage multiple tasks and priorities.

7. Strong interpersonal skills with the ability to work well independently and as part of a team.

8. Flexibility to adapt to changing priorities and work under tight deadlines.

9. Experience in project management or a related field is a plus.

10. Customer service or project management certifications are a plus