Customer Care Executive

Designation:  Customer Service Associate

Role Overview:

This entry-level role will deliver customer support, requiring only minimal consultation or

sales expertise which will remain focused on attach motions where applicable.

Associates will focus on resolving simple high-volume queries, guiding customers on

account and licensing basics, and providing prompt, empathetic support.

Core Competencies:

·         Service Excellence: Listen actively, understand concerns, and provide

efficient, respectful support using knowledge resources.

·         Sales & Retention Support: Handle basic sales queries, identify renewals, and apply guided retention techniques.

·         Clear Communication: Simplify product, billing, and plan explanations; escalate when needed.

·         License Support: Assist with user management, Admin Console access, and pooled storage basics.

·         Creative Use Case Guidance: Promote templates for everyday creative tasks like resumes, social posts, and flyers.

Key Responsibilities:

·         Customer Experience Delivery: Engage customers via chat/call using tools and scripts; route complex issues to the next support tier.

·         Account & Billing Support: Address basic queries on plans, billing, usage, and account access.

·         License & Admin Assistance: Guide customers on seat management and navigating the Admin Console and support resources.

·         Creative Support: Showcase Firefly for everyday tasks like school projects and SMB content creation.

·         Documentation & Escalation: Log interactions accurately in CRM and escalate cases beyond scope per defined processes.

·         Retention & Renewal Support: Spot renewal opportunities, reinforce product value, and escalate at- risk accounts for targeted retention.

Qualifications:

Education: Graduate from a reputed university or equivalent experience in

a relevant field.

Experience: 1-3 years in sales or customer support roles, preferably in

digital or SaaS environments.

Skills:

·         Language proficiency:

·         Excellent communication and interpersonal skills Global English to be

·         C1 or higher using the CEFR framework.

·         Can follow structured processes with consistency.

·         Tech-savvy or familiarity with CRM tools is a plus.

Success Measures – KPIs:

·         Revenue KPIs: Gross ARR, ARR per interaction/transaction, conversion rate,

·         quota attainment.

·         Customer Satisfaction KPIs: Unified satisfaction, ICX save rate, retention

·         rate.

·         Operational KPIs: Average handle time (AHT), case resolution time

• It is a Full Time Customer Support / TeleCaller job for candidates with 0 - 3 years of experience.