Customer Support Voice

Job details
Job Type
Full-time
Temporarily remote (COVID-1+)

Full Job Description

Job Information

Department Name

Customer Experience

Work Experience

4-5 years

Industry

Customer Service

Postal Code

4000+3

City

Mumbai

Province

Maharashtra

Country

India

About us

SugarBox Networks ( www.sugarboxnetworks.com ) is the world’s first Hyperlocal Content Delivery Network and Edge Compute platform (Hyperlocal CDN) that enables Users, Networks (ISPs, Internet Infra providers, etc.) and Digital Services (Apps, Websites, etc.) alike, to harness the power of Local Area Networks. With this technology at its heart, the company is reimagining connectivity for the under-connected and unconnected globally, in order to make the internet accessible, affordable and reliable for the masses, whilst being economically viable for the internet ecosystem.

Over the next 2 years, our goal is to transform the travel experience for 300 mn commuters monthly, unlocking over 2.5 billion hrs of digital consumption, where otherwise Apps don’t work reliably, due to unstable or inexistent cellular connectivity.

How do we do it?

We install servers at key places of interest (POIs) where users access internet services (Public transport, Rural areas, Residential complexes, Corporate parks, Hotels, Educational institutes, Retail zones, F&B outlets, etc.) Sugar Box’s patented technology then uses prediction algorithms to cache relevant data from partner Apps on each local server. In addition to this, the local server uses Edge computing to manage other technical requirements such as User registration, Personalization, Security, Ads & Payments. This server is then exposed to the consumer over a local Wi-Fi so that s/he is able to use the partner Apps without any dependence on internet connectivity.

What disruption are we creating?

The Next Billion Users globally will be able to start using Digital Services without purchasing an internet connection!

Unlock seamless digital access on-the-go, in villages & remote areas, where users are in a near captive environment (And courtesy of the lockdown, we have all experienced what being held captive does to digital consumption!)

Even offline consumption can now be monetized – that means consumer will be served Ads & will be able to transact even without connectivity.

At ubiquitous scale, Sugar Box will make the internet 200% faster and 50% cheaper

Job roles & responsibilities:
• Lead a customer support team & manage the customer support department’s day-to-day functions
• Taking ownership of customer issues and following problems through to resolution
• Develop service procedures, SOPs and standards
• Leverage multiple touch points i.e. playstore, calls, emails, chats amongst others to proactively identify and resolve customer pain points.
• Keep accurate records and document customer service actions and discussions
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Utilise resources & assets to achieve qualitative and quantitative targets
• Maintain an orderly workflow according to priorities
• Delivering performance evaluations and following the disciplinary process according to company policy

Requirements

Competencies & Skills:
• At least 1 year working experience as a Customer Service Team Lead
• Experience in providing customer service support in a B2C or B2B2C technology company
• Excellent knowledge of Customer Service methods and techniques
• Working knowledge of Customer Service software, databases and tools
• Comfortable working with various technology tools
• Strong client-facing and communication skills
• Ability to think strategically and to lead diverse set of people
• People Management
• Good interpersonal skills