Associate – Customer Experience

Gurugram, India

Who we are:

ValueFirst works with businesses to help them reach out to their consumers in seamless ways. Founded in 2003, ValueFirst is a global leader in cross-channel communications.

We enable intelligent conversations across channels with our solutions:

Communication: WhatsApp for Business, Google verified SMS, Voice Solutions, Email Solutions and SMS Solutions

Automation: Drive action at any marketing stage from Awareness to Retention with Augmento, ReachRight and WhizT

Intelligence: Build NLP ready chatbots that integrate seamlessly anywhere with Surbo

ValueFirst has performed over 100 Billion interactions across platforms and is driven by 500 people across the globe. Over the years, ValueFirst has served a large customer base across BFSI, E-commerce, Retail, IT Software, Manufacturing, Internet, Automobile, Government sector, Education, Travel, Media, Hospitality, Healthcare, Consumer verticals, etc. We have offices based out of Australia, Bahrain, Bangladesh, India, Indonesia, Kingdom of Saudi Arabia, Nepal, UAE and UK.

About the team

This is a solution-oriented trusted team supporting thousands of ValueFirst’s clients. It’s a global customer experience team with excellent communication skills, working around the clock, with the sole mission of delighting our customers. Their product expertise combined with an understanding of customer’s needs makes them solve complex problems, guide the customer and offer a quick resolution.

They are continuously troubleshooting on the customer side and work with sales and product team to develop features and tools to improve our products based on the evolving needs of our clients.

Responsibilities

  • Deliver outstanding customer service experience
  • Manage customer queries by various communication channels (email, phone)
  • Troubleshoot customer issues/problems
  • Implement creative ways to improve our customer relationships
  • Collaborate with technical support and engineering team to solve technical issues

Qualifications

Minimum Qualifications:

  • Bachelor’s degree in computer science or related degree
  • Excellent and effective communication skills

Preferred Qualifications:

  • Experience in customer handling role
  • Windows OS, web services, MS office knowledge
  • Effective problem solving, and analytical skills for troubleshooting and timely resolution
  • Proactive, independent worker
  • Proven ability to multitask and manage multiple tasks