Glint
Location
Coimbatore | India
Job description
Glint is India s first hyperlocal tech driven platform which offers subscription commerce automotive services to its consumers often younger affluent urbanites a convenient personalized and often lowercost way to buy what they want and need.
Glint s unique technology platform offers customers a variety of services for their automobiles. Customers use our platform to manage their car cleaning subscriptions detailing repairs dent removal painting etc. all delivered to their doorstep and at a time of their choosing. We promise our customers a high quality standardized and reliable service experience. To fulfill this promise we work closely with our handpicked service partners enabling them with technology training products tools financing insurance and brand helping them succeed and deliver on this promise.
Our Mission is to empower millions of automotive service professionals by delivering services atdoorstep in a way that has never been experienced before.
At Glint we are looking for a Customer Support Associate to work with our Leadership Team and be an advocate for better customer experience.
The best fit for us :
We are looking for accountable and self motivated people who have a keen interest in working in early stage startups.
How does your day look like at Glint
As a Customer Support Associate at Glint your day would encompass managing and overseeing the customer support operations.
Team Management: Lead and manage a team of customer support representatives ensuring they are welltrained motivated and productive. Assign tasks set goals and provide guidance and support to ensure exceptional customer service.
Customer Service Strategy: Develop and implement a customer service strategy that aligns with Glints vision and goals. Continuously evaluate and improve customer support processes systems and policies to enhance customer satisfaction.
Customer Issue Resolution: Take ownership of complex or escalated customer issues and provide timely and effective solutions. Coordinate with relevant teams such as technicians or operations to ensure prompt resolution of customer complaints or concerns.
Training and Development: Conduct training sessions for the customer support team to enhance their product knowledge customer service skills and problemsolving abilities. Provide ongoing coaching and feedback to help them improve their performance.
Performance Monitoring and Reporting: Monitor customer support metrics such as response time resolution time customer satisfaction scores and ticket volumes. Generate regular reports and analyze data to identify trends areas for improvement and opportunities to enhance the overall customer experience.
Customer Feedback and Insights: Proactively gather customer feedback through various channels (surveys calls emails etc.) and use the insights to identify areas of improvement. Advocate for customer needs within the organization and collaborate with crossfunctional teams to implement customercentric solutions.
Process Optimization: Continuously review and optimize customer support processes to ensure efficiency and effectiveness. Identify bottlenecks streamline workflows and implement tools or technologies that enhance the teams productivity and the overall customer experience.
Quality Assurance : Implement quality assurance measures to ensure consistent and highquality customer interactions. Develop and enforce customer service standards and guidelines conduct regular audits and provide feedback and coaching to improve the teams performance.
Customer Relationship Management: Build strong relationships with key customers including car owners fleet operators or partners to understand their needs address concerns and identify opportunities for business growth and retention.
Collaboration and Coordination: Collaborate with other teams such as marketing operations and product development to share customer insights drive process improvements and contribute to the overall success of Glint. Maintain open lines of communication and ensure crossfunctional coordination.
team management,performance monitoring and reporting,customer support,voice process,customer service strategy,collaboration and coordination,customer feedback and insights,communication,customer issue resolution,excel,start-up,customer relationship management,training and development,chat support,quality assurance,process optimization
Job tags
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