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Job title: Customer Service Representative
Location:  Wroclaw, Poland (Onsite)
Education: High School Diploma
Experience:  1+ years of experience in a Customer Service Role
No of Openings: 10+

Summary:

• Maintains direct contact with customers before and/or after the sale, via telephone, email, chat or through other social media platforms.
• Developing and maintaining positive customer relations (CRM) with clients/customers, which can substantially affect service and/or product revenue(s).
• Works with various departments to meet maintenance services sales goals.

Roles and Responsibilities:

• Handle all customer contacts (phone, email & live chat), following the Customer Service guidelines & procedures in a timely manner as per the defined SLAs (service level agreements).
• Should possess the right experience (customer support for maternal and female health products, dealing with new parents and first-time users) and can provide that natural empathy that only someone with direct experience can.
• Preferred candidates will be experienced mothers, Dads, and Grandparents interested in the role of helping first-time parents with customer products.
• Native fluency in German or Dutch languages.
• Agents will educate, advise, and be storytellers that help differentiate the Client’s service offerings from anything their competitors offer.
• Must possess excellent oral & written communication skills in the language desired.
• Must have strong customer service skills.
• Familiarity with using computers and basic system applications.
• Ability to effectively use online search engines at basic and advanced levels.
• Respond to all customer inquiries courteously and professionally, delivering world-class customer service that builds customer satisfaction and loyalty.
• Provide exceptional customer service at all times.
• Ensure all transactions are documented appropriately.
• Ensure to achieve all KRA and KPIs for the project.
• Maintain a high level of adherence and compliance towards policies, processes, and procedures.

Required Skills:

• Must have at least 6-12 months of experience in customer support BPO.
• High school diploma or GED, College preferred.
• Must be organized and detail-oriented with a strong focus on providing superior Customer Service.
• Excellent written and verbal communication skills, capable of providing that natural empathy that only someone with direct experience can
• A flexible team player who is willing to do ad-hoc tasks, quickly shift work priorities and take on additional tasks as needed.

Job title: VP – Enterprise Product Support Operations

Experience required: 10+ years of proven experience in enterprise product support, preferably in a leadership role

Location: Chennai

Summary : As the Vice President of Enterprise Product Support and Profit & Loss Management, you will play a critical role in leading and managing all aspects of white-labeled Enterprise product support operations while also being responsible for profit and loss management within our organization. This is a senior-level leadership position that requires a unique combination of strategic thinking, technical expertise, customer focus, and financial acumen. You will lead a team of support professionals, collaborate with cross-functional teams, and drive profitability by optimizing support operations and ensuring customer satisfaction

Roles and responsibilities

1. Leadership and Strategy:

• Develop and execute a comprehensive product support strategy aligned with the company’s overall business objectives.
• Lead, mentor, and inspire high-performing teams of product support professionals, fostering a culture of excellence, collaboration, and continuous improvement.
• Define clear goals, key performance indicators (KPIs), and performance metrics to monitor and evaluate the effectiveness of product support operations.
• Stay abreast of industry trends, emerging technologies, and best practices in enterprise product support, ensuring the organization remains at the forefront of customer support excellence.

2. Profit and Loss Management:

• Manage the financial performance of the support function, including revenue generation, cost optimization, and profitability analysis.
• Develop and monitor budgets, financial forecasts, and key performance indicators (KPIs) related to support operations.
• Identify opportunities for revenue growth, cost reduction, and process efficiencies to improve overall profitability.

3. Customer Satisfaction and Relationship Management:

• Foster strong relationships with key enterprise customers, serving as their trusted advocate within the organization.
• Drive a customer-centric mindset throughout the product support function, ensuring timely and effective resolution of customer issues and concerns.
• Collaborate with cross-functional teams, including product management, engineering, and sales, to gather customer feedback, identify areas for improvement, and drive product enhancements.
• Develop and implement strategies to proactively address customer needs, exceed service level agreements (SLAs), and enhance overall customer satisfaction.

4. Team Leadership and Development:

• Lead and mentored a team of support professionals, fostering a culture of collaboration, innovation, and excellence.
• Set clear performance expectations, provide ongoing feedback and coaching, and conduct regular performance evaluations.
• Identify and develop talent within the team, fostering a learning and growth-oriented environment.

5. Operational Efficiency and Continuous Improvement:

• Optimize product support processes and workflows to ensure efficient and scalable operations, leveraging automation and self-service capabilities where applicable.
• Implement robust incident management and escalation procedures to ensure the timely resolution of critical issues.
• Analyze support data and metrics to identify trends, areas of improvement, and opportunities for operational optimization.
• Drive continuous improvement initiatives, including training programs, knowledge base development, and the adoption of best practices, to enhance the expertise and capabilities of the support team.

6. Collaboration and Communication:

• Collaborate closely with cross-functional teams to provide insights, recommendations, and feedback on product performance, customer needs, and market trends.
• Establish strong communication channels with internal stakeholders, executive leadership, and customers, ensuring transparency and alignment on support-related matters.
• Present regular updates, reports, and executive summaries on product support operations, performance, and customer satisfaction to senior management.

Required skills:

• Bachelor’s degree in a relevant field (e.g., computer science, engineering, business) is required; a Master’s degree is preferred.
• Proven experience (10+ years) in enterprise product support, preferably in a leadership role.
• Strong knowledge and understanding of profit and loss management, financial analysis, and business metrics.
• Exceptional leadership skills with the ability to inspire and motivate a team.
• Excellent communication and interpersonal skills to effectively collaborate with diverse stakeholders.
• Demonstrated ability to develop and execute strategic plans to drive customer satisfaction and business growth.
• Technical proficiency and understanding of enterprise software products and technologies.
• Strong analytical and problem-solving abilities, with a data-driven approach.
• Proven ability to manage multiple priorities in a fast-paced, dynamic environment

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Job title: Director Enterprise Product Services – Delivery

Experience required: 5-7 years experience in an account or vendor management role in an Enterprise Product Support environment

Location : Chennai

Roles and responsibilities:

• Develop and implement strategic plans and activities to ensure all client objectives are met
• Provide strategic solutions to add value back into the client’s business
• Develop and manage the operating budgets. Lead process-improvement initiatives that deliver financial targets
• Ensure delivery managers are driving operations to consistently meet or exceed all internal and client-facing KPIs. Implement and conduct internal weekly, monthly, and quarterly business reviews to ensure world-class service to our clients
• Participate in client business reviews as scheduled. Assume accountability for the delivery of value-added account management services and provide an integrated view of operations across delivery locations and represent one organizational view to the client
• Oversee all aspects of the implementation of new clients as needed to ensure management, compliance, and reporting for all contact center operations including call volume forecasting and staffing, client service commitments, forecasted hours versus actual hours, etc.
• Manage administrative tasks such as contract renewals, invoicing, payment follow-ups, etc.
• Coordinate internal reviews and meetings as needed to deliver and exceed client expectations
• Develop and share operational best practices that establish positive employer-employee-client relationships and promote high levels of engagement
• Demonstrate an awareness of the range of services provided by Our Client and match them with the overall client strategy for program-level enhancement
• Facilitate client visits, audits, and tours while demonstrating knowledge and awareness of Our Client’s business and the ability to present this to suit client needs

Required skills:

• Minimum 5-7 years’ experience in an account or vendor management role in an Enterprise Product Support environment
• Experience in a Call Center Operations Environment or Project Management Team
• Experience in budget forecasting and management including P&L responsibility
• Experience with strategic initiative development and implementation, specifically with operating policies and procedures, and work process improvements
• Proven success with client-facing interactions as it relates to planning, business reviews, and business development
• Experience with strategic initiative development and implementation, including a progressively developing operating philosophy and approach
• Experience supporting multiple disciplines in a consultative fashion
• Strong analytical skills and ability to drive change and manage long-term projects
• Experience managing multiple client programs with varying service objectives, agent skill requirements, and technical solutions
• Excellent oral and written communication skills, as well as outstanding interpersonal skills
• This position will require travel

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Job title: Customer Support Representative
Work Location: Ebene, Mauritius
Experience:  0-6 Months (Freshers can also apply)
Education Qualification: SC (School Certificate)
No of openings: 50+ Openings

Roles and Responsibilities:                                                                                         

• As part of our team, you will provide a premium telephone and email service to our customers: private customers, professionals and various partners
• You will identify the needs and priorities of customers, in order to offer an adapted solution to their expectations
• You will make quotes, manage negotiations until the reservation is validated and additional products are sold
• You will guide the customer throughout the booking process until the vehicle is picked up: modifications, cancellations.
• You will guide the customer throughout the rental period: various information, questions about the vehicle, extension, change of return location.
• You are available for the customer after the drop off of the car to answer questions and deal with any disappointments.

Required Skills & Desired Skills                                                                                  

• Experience:  0-6 Months (Freshers can also apply)
• Excellent oral and written communication skills in French and English
• Has or has had commercial training or initial experience in the field of sales or services (tourism, hotels, travel agencies)
• Prior experience in customer relations is highly preferred
• Is tenacious and persuasive, with a strong results orientation
• Good telephone skills and service orientation
• Demonstrates commitment and perseverance
• Is dynamic, rigorous, and has a great capacity to adapt
• Willing to work weekends and shifts

Documents Required:

• Updated CV
• Current employer’s Last 3 months’ Payslip (If any)
• Attestation letter of your recent employer (If any)
• Academic qualifications documents
• National ID Card
• Utility Bill
• Passport Size Picture

Job title: Associate Director Sales – Service Now
Location: Bangalore
Experience:  10+  years

Job Summary:

• As a ServiceNow Sales Leader you will be reporting to the regional ServiceNow Leadership and collaborate with many other teams globally in Movate (e.g. Presales, Client Partners, Country Teams) to deliver sales, revenue goals and key account management.
• You will own the ServiceNow business development, Total Contract Value (TCV) and revenue quota targets for a respective set of our customers.
• Your focus will be on developing and placing business strategies and offerings, as well as developing the portfolio around ServiceNow and Enterprise Service Management.

Roles and Responsibilities:

• Managing a strategic account relationship or a market portfolio, and developing a clear understanding of the clients’ needs and desires as it relates to ServiceNow
• Collaborate, develop and define account strategies for developing and expanding Movate’s ServiceNow portfolio, based on discovered client needs
• Develop and cultivate relationships across all client constituencies including CIO, CTO, CISO, Dept. Leads (Infrastructure/ Service Delivery/ Operations/Business Functions)
•  Balance client/project responsibilities with business development and sales responsibilities, while managing multiple pursuits at a time

Required and Desired skills:

• 10+ years of experience with 5 to 7 years of significant direct experience of sales/consulting services experience with demonstrated success in ServiceNow sales, including deep knowledge of the competitive landscape
• Good understanding of Technologies across multiple ServiceNow products – ITSM, ITOM, ITAM, SecOps, IRM, Any relevant certifications would be a plus
• Successful track record of achieving sales targets, growing revenue backlog, and growing market share in the ServiceNow space
• Excellent communication skills