Customer Success Rep

Location: Chandigarh/Mohali, India

About the Job:

At Reach Mobile, we believe that being totally dedicated to a happy customer experience is vital. Whether a customer gets the answer they want or not, we strive to make sure they always feel taken care of.

 Your role as our Customer Success representative will consist of the following responsibilities:

• Getting to know the customer and maintaining/updating records frequently. Have a birthday coming up? Graduating college soon? Just bought a new phone? Take notes so we can use these personal details to our advantage.
• Empathizing with customer complaints. Listen first, answer second.
• Training to learn about Reach Mobile in its entirety (technical, product, non-profit partners, etc.) and truly becoming part of the team.
• Problem solving with customers, resolving issues while knowing their time is valuable.
• Proactive duties such as following up with customers who had complaints, thanking our top referrers, and celebrating Reach anniversaries, etc.
• Monitoring social media for questions that are posted on our various platforms.

 Qualifications:

• High school diploma or equivalent
• 2+ years of experience in a customer service-related role
• Excellent written and verbal communication skills
• Ability to foster and maintain relationships
• Organizational skills with the ability to manage numerous projects and priorities at once
• Positive and service-oriented attitude
• Ability to thrive in a fast-paced and sometimes high-pressure environment
• Basic computer skills and excellent phone disposition

Employment Type:

Full-time 

Expected Hours:

 This requirement is for US day time as India team supports US operations 24/7. This means the shift timing would be between 6:30 pm IST (or 7:30 pm IST when daylight savings are on in US) to 6:30 am IST (or 7:30 am IST during US daylight savings) for a budgeted 40 hours per week, with approximately 8 hours each day on an average. The person should be flexible to work during these hours, with possibilities of working even between 12 am IST (midnight) to 7:30 am IST. The shift timing can change on a day to day basis, as per the schedules and requirements of the Company.

About Reach Mobile:   

Reach Mobile is a fast-growing start-up with a world-class platform that simplifies network monetization. Our mission is to enable any company to launch services atop any network infrastructure with radical simplicity. Leveraging the power of our platform, Reach also operates a top-rated mobile service “Reach Mobile” in the U.S. that donates 10% of data plan costs to provide life-changing connectivity to women and students in need.