Customer Success Associate

Role

👩🏻‍💻 Title: Customer Success Associate (Full time)

🌏 Location: Remote/Hybrid (Bangalore - preferred)

📆 Joining date: ASAP

📜 Responsibilities

You will be responsible for the ongoing experience of all Rocket Health users over WhatsApp, phone, email, and other messaging platforms. This dynamic role requires you to be on chat actively - our care team believes in quick responses, and clearing queries and tasks in real-time 📲
You will be required to call leads and existing users for feedback and a hands-on experience 📞
Comes with a judgement-free and empathetic mindset that aligns with our vision of creating a safe space 🫂
Decipher, aggregate, and clearly document emergent user issues and escalate to appropriate internal teams and key stakeholders 📝
Ability to spot patterns in user behaviour on both an individual and aggregate level and recommend future plans to positively impact their experience
Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer-facing functions/channels 💻
Consistently delivering great end-to-end customer experience across stages, channels, and touch points in the customer journey 🧡

Can hold a smile and a conversation (verbal and written) in English and Hindi (additional languages are cherry on the cake) 😊
Should be comfortable communicating with customers via phone, WhatsApp, email and other messaging platforms - Knowledge of emojis is a skill we love 🧡
Inherent capacity to build a strong rapport and relationship with people - patience is the key to success 🗝️
Knowledge about mental or sexual healthcare or any healthcare is an added advantage - rest assured, we will train you 🤓
Prior experience in a similar role will be preferred - but to be honest, we are all from an unconventional background and we won’t mind taking a bet on an outlier profile
Passion for speaking to people is a must