Glint is India s first hyperlocal companyfor autocare based out of Chennai.We’ve created a new category ofcar services with cutting-edge software and best-in-class operatingprocedures that enables hassle free carmaintenance.
Glints near term vision is to play a vital role in this gig economy andcreate a strong brand value by providing a highly reliable servicewith good quality by leveraging its state-of-the-art techplatform.
Weare currently operating in Chennai andCoimbatore.
AtGlint, we are looking for a Customer SupportAssociate to work with our Leadership Team and be anadvocate for better customerexperience.
Thebest fit for us :
We arelooking for accountable and self motivated people who have a keeninterest in working in early stagestartups.1-3 years of experience in Customersupport working in Chat Support or Voice process is amust.Ability to work with cross functionalteams in the company.Advance knowledge inexcel and have better understanding withmetrics.Excellent communication skills andability to handle escalations.Well verseknowledge in handling the tickets with a given TATtime.Experience working in an early startupis a brownie point.Language to be known :English and TamilHow does yourday look like at Glint ?As aCustomer Support Associate at Glint, your day would encompassmanaging and overseeing the customer supportoperations.Team Management:Lead and manage a team of customer supportrepresentatives, ensuring they are well-trained, motivated, andproductive. Assign tasks, set goals, and provide guidance andsupport to ensure exceptional customerservice.Customer ServiceStrategy: Develop and implement a customer servicestrategy that aligns with Glint’s vision and goals.
Continuouslyevaluate and improve customer support processes, systems, andpolicies to enhance customersatisfaction.Customer IssueResolution: Take ownership of complex or escalatedcustomer issues and provide timely and effective solutions.Coordinate with relevant teams, such as technicians or operations,to ensure prompt resolution of customer complaints orconcerns.Training andDevelopment: Conduct training sessions for thecustomer support team to enhance their product knowledge, customerservice skills, and problem-solving abilities. Provide ongoingcoaching and feedback to help them improve theirperformance.PerformanceMonitoring and Reporting: Monitor customer supportmetrics, such as response time, resolution time, customersatisfaction scores, and ticket volumes.
Generate regular reportsand analyze data to identify trends, areas for improvement, andopportunities to enhance the overall customerexperience.Customer Feedbackand Insights: Proactively gather customer feedbackthrough various channels (surveys, calls, emails, etc.) and use theinsights to identify areas of improvement. Advocate for customerneeds within the organization and collaborate with cross-functionalteams to implement customer-centricsolutions.ProcessOptimization: Continuously review and optimizecustomer support processes to ensure efficiency and effectiveness.Identify bottlenecks, streamline workflows, and implement tools ortechnologies that enhance the team’s productivity and the overallcustomer experience.QualityAssurance:
Implement quality assurance measures toensure consistent and high-quality customer interactions. Developand enforce customer service standards and guidelines, conductregular audits, and provide feedback and coaching to improve theteam’s performance.CustomerRelationship Management: Build strong relationshipswith key customers, including car owners, fleet operators, orpartners, to understand their needs, address concerns, and identifyopportunities for business growth andretention.Collaboration andCoordination: Collaborate with other teams, such asmarketing, operations, and product development, to share customerinsights, drive process improvements, and contribute to the overallsuccess of Glint. Maintain open lines of communication and ensurecross-functional coordination.
cross functionalteams,voice process,team management,chat support,communicationskills,tat time,customer issue resolution,collaboration andcoordination,quality assurance,customer support,customer servicestrategy,customer relationship management,customer feedback andinsights,commucation,performance monitoring and reporting,processoptimization,excel,training anddevelopment,escalations
▶️ Customer Support Associate