Organizational Overview:

• Yanolja Cloud Solution Pvt. Ltd. (YCS), is a global end-to-end hospitality technology provider specializing in solutions for small and medium-sized accommodation businesses.
• With more than 480+ Team members and 20+ years of experience, YCS currently has 40,000+ customers in over 170 countries, with 50+ supported languages in our software, and a 24/7 support network to match.
• We have a Local team in 15+ countries including India, Thailand, Indonesia, Philippines, Sri Lanka, South Africa, Tanzania, Uganda, USA, Mexico, and counting.

Profile Overview:

• We are seeking a Customer Support Executive with 1-3 years of experience in Cloud Chat Support to join our team. The ideal candidate will be responsible for providing exceptional customer service and technical support to our clients through various communication channels.
• Technically proficient with a strong understanding of software products and the ability to troubleshoot issues effectively. Adept at analyzing needs, identifying solutions, and ensuring client satisfaction in a fast-paced environment.
• Team player with excellent communication and collaboration skills. Eager to contribute to a dynamic team and drive customer success within the hospitality industry or related sectors.

Roles and Responsibilities:

• Respond to customer inquiries and provide technical support through chat, email, and phone.
• Troubleshoot and resolve customer issues related to our cloud services.
• Collaborate with other departments to ensure the timely resolution of customer concerns.
• Maintain accurate records of customer interactions and transactions.
• Identify and escalate priority issues to the appropriate team members.
• Provide feedback to the product development team based on customer interactions.
• Stay up-to-date on product knowledge and industry trends to better assist customers.
• Should be able to work in rotational shifts and on holidays.

Top 5 Key Competencies:

• Proven ability to communicate effectively and foster positive business relationships.
• Strong relationship management and interpersonal skills.
• Analytical mindset to evaluate customer health and engagement metrics.
• Ability to work collaboratively across support and product teams.
• Technical proficiency in SaaS solutions and familiarity with CRM tools (e.g., HubSpot, Salesforce).

Qualifications:

• 1-3 years of experience in a customer support role, preferably in a cloud chat support department.
• Excellent communication skills, both written and verbal.
• Strong problem-solving abilities and attention to detail.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Proficiency in using customer support software and tools.
• Bachelor's degree in a related field is preferred.