Customer Support Executive

Location

Bangalore | India

Job description

Job Description: Customer Support Executive at Kernel Finance

Position Overview:

We are seeking a proactive and results-driven Customer Support Executive to join our team at Kernel Finance. In this role, you will be responsible for retaining and nurturing our core customer base by understanding their needs, addressing their concerns, and ensuring their long-term satisfaction. Your primary focus will be on building strong relationships with our customers and implementing effective retention strategies to maximize their loyalty and business.

Key Responsibilities:

1. Customer Success Metrics and Reporting:

• Track and report on key customer success metrics, including retention rates, upsell revenue, and customer satisfaction.
• Generate regular reports and presentations to highlight trends, challenges, and opportunities.
• Collaborate with cross-functional teams to drive improvements based on customer insights.

2. Relationship Building:

• Build and maintain positive, trust-based relationships with customers, serving as their primary point of contact.
• Proactively engage with customers to understand their evolving needs and identify opportunities for further collaboration.
• Serve as a customer advocate within the organization, ensuring their voice is heard and their needs are met.

3. Customer Behavior Reporting:

• Gather and analyze customer data to generate reports on customer behaviour, trends, and preferences.
• Provide actionable insights and recommendations to improve customer retention and satisfaction.
• Present reports to internal stakeholders, including management and product teams, to drive decision-making.

4. Customer Retention:

• Communicate regularly with customers to understand their challenges, requirements, and feedback.
• Analyze customer behaviour and identify potential factors impacting retention rates.
• Proactively address customer complaints and issues to ensure timely resolution and customer satisfaction.
• Develop and implement aggressive retention strategies based on customer feedback and industry best practices.

5. Contract Renewals and Upselling:

• Negotiate contract renewals with existing customers, focusing on retaining their business and identifying upselling opportunities.
• Collaborate with the sales team to ensure a seamless renewal process and maximize revenue generation.
• Present compelling value propositions and effectively articulate the benefits of continuing the business relationship.

Qualifications and Skills:

• 1+ years of experience in a similar customer success or retention-focused role.
• Excellent customer service and relationship management skills.
• Strong conflict resolution abilities to address customer concerns and find mutually beneficial solutions.
• Knowledge of Basic accounting and GST
• Ability to remain calm, empathetic, and professional in challenging or high-pressure situations.
• Advanced communication and interpersonal skills to effectively engage with customers and internal stakeholders.
• Exceptional organizational skills to manage customer relationships and prioritize tasks effectively.
• Multi-lingual is a plus. (Hindi Mandatory)

Work from office - Bengaluru, Karnataka, India

Join our team at Kernel Finance and take on a vital position in driving customer retention and satisfaction. You will play a key role in fostering long-lasting client relationships and actively contribute to their continuous success within the Kernel ecosystem.

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Salary