Profile- Associate – Customer Experience
Work from home- Pan India job
About the job
At Shyft, we combine lifestyle management solutions (Nutrition, Yoga, Exercise and more) with technology to help our customers track, reverse and manage chronic health conditions.
The product will have health tracking based on wearables & diagnostics, integrated with full stack wellness services like Yoga, Nutrition & Exercise, to provide high impact and fast recoveries to the customers. The platform will also solve for scaling a highly personalized journey with focused communities, one to one mapping to coaches, and commerce, to show high impact to the customers.
Shyft is an early-stage heath tech platform and has recently closed its seed round of funding (US 6 Mn), led by Binny Bansal, General Catalyst amongst others. The company is founded by experienced entrepreneurs- Pankaj Chaddah (Co-founder, Zomato) and Pooja Khanna (former Chief of Staff, Zomato).
Know more about Shyft here – www.betheshyft.com
About the Role
As a Customer Delight Associate, you will be responsible to ensure a high quality member experience and create customer delight. You will be part of a mid-sized team, and will work towards identifying, understanding and resolving customer queries via chat support, email and calls (if necessary). If you’re a hustler with great communication skills with a customer-first mindset, this role is for you.
Responsibilities:
- Be the first point of contact for members – identify, understand and resolve customer queries
- Foster cross functional relationships with internal stakeholders and devise methods for improvement of overall customer experience.
- Work on process/workflow design to ensure root cause resolution of frequent customer queries.
- Frequently interact with premium Shyft members to ensure a high quality user experience and create customer delight.
- Record and document all relevant user feedback.
- Manage rotational shifts to ensure great 24/7 customer support (9 hour shift | 6 days working | weekday off)
- Own customer satisfaction targets and resolving all user queries within specified timelines.
Skills & Experience:
- 1+ years of experience in customer service.
- Excellent communication skills with expert-level fluency in English
- Prior experience of managing customer support operations via chat in a fast paced startup environment will be a bonus.
- A highly driven self-starter, with very strong ownership of their work
- The mindset to delight customers
