Customer Experience Specialist

About UrbanClap

UrbanClap (www.urbanclap.com | Android app | iOS app) is a marketplace for trusted local services. We help customers hire reliable services at the push of a button. Be it getting a plumbing job done, improving your fitness through yoga, learning to play the guitar, decorating your home or getting candid photos of your wedding clicked, we are a sure shot destination for your service needs.

What drives us?

Our vision is to use technology and smart processes to structure the highly unorganized services market in India and across the world (Especially emerging markets). UrbanClap aspires to make hiring a service professional as easy and straightforward as Amazon makes buying products.

We are a young, passionate team working on a tough but huge opportunity. We believe there is immense value (akin to serendipity) in connecting customers and professionals looking for each other. In the process, we hope to impact the lives of millions of service entrepreneurs, helping them refocus on their craft.

Venture funding

We have raised three rounds of funding (~US$ 37 M) from Saif Partners, Accel Partners, Bessemer Venture Partners, Mr. Ratan Tata and the founders of SnapDeal

Founding team

Abhiraj Bhal:  IIT Kanpur, IIM Ahmedabad, Ex-BCG consultant

Raghav Chandra: UC Berkeley, Yelp, Twitter, Ex-entrepreneur

Varun Khaitan: IIT Kanpur, Qualcomm (US), Ex-BCG consultant

In the Press and Media

NDTV | Zee Business | TechCrunch | TechInAsia | Yourstory | Business Standard | Times of India | Economic Times |The Hindu | Financial Express | LiveMint 

Job Description

Download the UrbanClap app on your phone and understand the platform before reading further.

As a customer experience specialist, you are responsible for ensuring that UrbanClap’s customers have a phenomenal experience. Hence, this role goes much beyond being a simple call center agent. You will be expected to interact with customers to understand their needs, and find them the right service provider for completion of personal projects. Additionally, you will be expected to build a relationship with the customer and push them for conversion. Bottom line, make our customers love us!

Job responsibilities

• Contact our customers who have put in requests on UrbanClap
• Understand their needs and pick up on additional or missing details
• Respond to questions
• Identify and overcome objections
• Take the customer through the sales process
• Obtain customer information
• Ensure customers get enough number of quotations from providers
• Follow up regularly to ensure lead conversion
• Maintain customer/potential customer data bases
• Complete records of telephonic interactions, orders and accounts
• Get ratings and reviews from the customer for providers
• Regularly update the Business Development with customer-provider issues
• Provide email, chat and facebook support to customers 

Requirements 

• Excellent English reading and writing skills – we have tasks for intermediate to very advanced levels of English
• Superior grammar and punctuation knowledge
• Email & Chat Support experience (Desired Skills)
• Fast and accurate typing skills
• High attention to detail
• Customer-service mindset
• Ability to follow complicated guidelines and instructions
• Strong interpersonal, time management, and problem solving skills
• Positive, happy attitude and a strong work ethic – honesty is very important

Compensation and benefits

• Best in industry compensation
• Healthcare benefits
• A very open, young and positive work environment, where everyone treats each other as family