Customer Success Specialist

About Vyapar:

We are a technology and innovation company in the fintech space, delivering business accounting software to Micro, Small & Medium Enterprises (MSMEs). With more than Five Million customers across 140 countries, we are one of the fastest growing companies in this space. We take the complexity out of invoicing, inventory management & accounting, making it so simple that small businesses can spend less time on manual bookkeeping and spend more time focusing on areas of business that matter.

Overview

The Customer Support Agent is responsible for managing all incoming customer calls,

ensuring prompt and effective resolution of customer concerns while maintaining service

quality. Additionally, agents must identify and act upon sales or lead-generation

opportunities that arise during interactions.

Key Responsibilities

• Contact the potential leads assigned and inform them about the product and the services provided. \

• Generate Leads for various in house processes.

• Answer questions about products and services of the company.

• Ask questions to understand customer requirements and help them remain active on the platform.

• Make timely follow ups and hand hold the customer in completing the onboarding.

• Attend mandatory training sessions to stay updated on product or company policy changes

• Use company policies to determine if there can be an immediate resolution to a customer issue or if that issue requires managerial input.

• Follow established processes and procedures to maintain service quality.

• Go the “extra mile” to meet the assigned targets.

Work Schedule

• Working Days: 6 days a week (Sunday fixed off).
• Shifts: 10am to 7pm

Key Performance Indicators (KPIs)

• First Call Resolution (FCR)
• Average Handling Time (AHT)
• Customer Satisfaction Score (CSAT)
• Quality Audit Score
• Lead Conversion Rate
• Adherence & Attendance

Behavioral Expectations

• Maintain a customer-first attitude at all times.
• Display strong communication and problem-solving skills.
• Work effectively under pressure and manage time efficiently.
• Demonstrate teamwork and professional conduct in all interactions.