OHL International Voice_Bangalore
Gratitude IncOHL International Voice_Bangalore
Job Description
Key Skills
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Customer Success Guide
Role Overview
The Customer Success Guide plays a key role in delivering exceptional customer experiences by providing timely support, product guidance, and adoption best practices to global customers. This role combines customer support, problem resolution, and consultative guidance to help customers maximize the value of enterprise software solutions while maintaining high satisfaction, loyalty, and retention.
Key Responsibilities
Customer Experience & Support
Serve as the first point of contact for customer inquiries through voice, chat, and email channels.
Resolve customer issues at the first point of contact wherever possible using product knowledge and troubleshooting skills.
Deliver professional, empathetic, and consistent customer experiences.
Handle escalated and complex issues calmly while ensuring clear communication and timely resolution.
Product Guidance & Adoption
Support customers with onboarding, service activation, and ongoing product adoption.
Provide guidance on account access, subscription plans, licenses, upgrades, downgrades, and add-on features.
Educate customers on product capabilities and best practices to maximize product value.
Capture and communicate customer feedback, feature requests, and recurring issues to internal teams.
Customer Growth & Retention
Identify opportunities to improve customer satisfaction, retention, and product usage.
Recommend relevant upgrades or complementary solutions based on customer needs and usage.
Participate in consultative conversations focused on customer goals and desired outcomes.
Support defined customer retention and growth objectives.
Case & Process Management
Accurately document customer interactions and actions in the case management system.
Ensure follow-ups and case closures are completed within defined SLA timelines.
Maintain quality, security, and compliance standards across all customer interactions.
Follow established operational processes and documentation requirements.
Key Competencies
Strong customer-centric mindset with a high sense of ownership.
Excellent verbal and written communication skills.
Ability to simplify technical information for non-technical audiences.
Strong problem-solving and analytical skills.
Empathy, professionalism, and resilience in high-volume environments.
Strong attention to detail and process discipline.
Education & Experience
Graduate degree or equivalent practical experience in customer success, customer support, or a related field.
Candidates with an undergraduate degree and a minimum of 18 months of relevant experience may also be considered.
Prior experience in customer service or customer success within a SaaS or technology environment is preferred.
Experience with upselling or cross-selling conversations in a customer-facing role is preferred.
Language Proficiency
English proficiency at CEFR B2 or higher is mandatory.
C1-level English proficiency is preferred.
Preferred Certifications
Certified System Administrator (CSA).
ITIL® Foundation Certification.
Customer Success, IT Service Management, or SaaS-related certifications are an advantage.
Success Measures
First Contact Resolution (FCR).
Customer Satisfaction (CSAT).
Case quality, accuracy, and SLA adherence.
Increased product adoption and reduction in repeat customer issues.
Achievement of defined customer retention and growth objectives.
Important
- Ex-TCS employees are not eligible to apply.
- PAN and Date of Birth (DOB) are mandatory for profile creation.
Role
Customer Service Analyst
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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