Sr. Associate – Customer Support

Years of Experience: 2 – 4 years

Work Location: Coimbatore

Your responsibilities

Establishing an energetic and professional attitude towards Customers and their Suppliers

Ability to work individually & directly with Customers/Suppliers.

Ability to provide Demo/instructions to new Customers/Suppliers through Call/Email.

Develop product knowledge by working with the Product Management Team and ensure Customer queries are responded promptly and accurately.

Work closely with the Product Management team to resolve Customer Issues and prioritize issues that require changes to the product.

Document the Customer Service Process and work on improving the overall efficiency of the customer service process.

Contribute in updating the User Manual, Video Tutorials and FAQ’s on frequent basis.

Publish weekly status reports, capturing progress, actions items, etc.

Ensure 100% SLA compliance

What are we looking for?

Experience in handling customer queries through Email/Call/Chat and resolving the issues.

Willingness to work in 24/5 Rotational shift.

Working knowledge and intricacies of SaaS domain is a plus.

Moderate knowledge about the fashion industry preferred but not a must.

Need to have excellent verbal and written communication skills.

Should be a self-starter, learner and a Team player.

Educational Qualification :

• Should have 2-4 years of experience in Customer Support, any degree is fine

About TrusTrace

Some of the world’s leading fashion brands choose TrusTrace to be their traceability and compliance data management platform to ensure their value chains are traceable, responsible and fair. By standardizing how the largest brands in the world like adidas, Coach and ASICS capture, and digitalize their supply chain data and traceability, we empower our customers with the data to know, prove and improve the impact of their value chains.

Our teams work diligently to ensure our platform continually automates and powers traceability for the largest fashion and footwear brands in the world. Our customers can get data on who, when and where yarns turn into fabrics and then into clothing or shoes, for thousands of products at once. Together we make progress on value chains becoming traceable, circular, and fair.

What do we offer? 

• The opportunity to drive change and break new grounds to enhance and strengthen the visual identity of a growing global scale-up company, committed to accelerate sustainable transformation in fashion.
• To be part of a great multicultural, multilingual team.
• A centrally located office in Coimbatore.