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Customer Support -Voice Process

Key Responsibilities: 
• As a Customer Support Agent at ClearTax, you will be responsible for ensuring seamless fulfillment of ClearTax services to our customers   • Act as a trusted advisor to customer’s post-purchase of any ClearTax service • Address customer queries associated with services including both not limited to Business Incorporation, Tax Registration, Accounting, Payroll, ROC Compliances, Audit, Direct Tax, Indirect Tax, GST, tax and advisory services • Proactively communicate with customers & manage relationships via email/call • Directly liaise with our service provider partners to ensure prompt and proper delivery of the service; Ensure that any customer escalation is taken up directly with the service provider partner and resolved proactively • Audit services delivered by our partners as applicable for accuracy of deliverables and process to our customers; Minimize rework by proactively fixing any gaps in outcomes through checklistdriven approach • Ensure services are delivered as per ClearTax SLA • Proactively flag upsell opportunities to sales and account management team • Flag any customer query (that could not be resolved over call) as customer escalation for followup by the escalations team • End to End ownership of key outcomes for client services • Revenues under delivery • Net Promoter Score (NPS) • SLA Adherence (Customer, CA) • Refund/Cancellations (minimize) 
Desired Candidate Profile 
• Willing to learn other areas under tax and compliances • Hands on experience with managing customer relationships over phone/email Strong communicator – English, Hindi, regional languages (bonus) • Demonstrate high degree of customer orientation 

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