5-Customer Support Agent (Remote work)- Gurgaon/Bangalore/Mumbai

Gurgaon, India Customer Support
Cision Ltd is a leading global provider of innovative earned media software and services to public relations and marketing communications professionals. Cision’s Communications Cloud platform allows users to identify key influencers, craft and distribute strategic content, and measure meaningful impact of PR and Communications Teams’ campaigns. Cision has over 4,500 employees with offices in 23 countries throughout the Americas, EMEA, and APAC. For more information about our products and services, visit www.cision.com and follow us on Twitter @Cision.
Cision employs the brightest, most passionate people in the tech industry. We’d love for you to join that group! We invest in our people through training and professional development and we empower them to grow their careers - because the most important measure of our success is yours.

Customer Support skills:

  Outstanding written and verbal English communication skills on native speaking level
·        The flexibility to work holidays, weekends and on-call if necessary
·        A customer-centric mindset with a passion to help and provide a good service
·        Curiosity and technical aptitude 
·        An eye for the detail, proactive and enjoy being involved in multiple tasks at the same time 
·        The ability to effectively communicate with internal/external stakeholders - and you do perceive cross-continental communication as a welcomed challenge!
·        Problem solver
·        Good analytic skills
·        Able to resolve conflict

  • Responsibilities:
  • ·        Answer's customer support requests via telephone or Web promptly to enhance the customer experience.
  • ·        Patiently listens attentively to customers queries and manages the resolution or connects them with the appropriate teams to address their needs.
  • ·        Quickly learns the functions of the support tools and systems to log in and resolve customers’ requests.
  • ·        Accurately records and logs interactions with customers and updates account information and able to retrieve this information to create reports for management
  • ·        Resolves platform or service problems by clarifying the customers complaint, determining the root cause of the problem, selecting, and explaining the best solution to solve the problem, expediting correction or adjustment.
  • ·        Works with management to maintain best practices for efficient communications with customers.
  • ·        Address customer questions about new products or services.
  • ·        Collaborates with Customer Success Managers and Onboarding Consultants to ensure service excellence
  • ·        Contributes to bottom line sales by increasing customer satisfaction and reducing customer churn.
  • ·        Undertake other tasks or projects as requested by management.
Cision is committed to building an environment where all employees are set up to thrive and reach their full potential. We believe diversity, equity and inclusion is vital to driving our culture, sparking innovation and achieving long-term success. Cision is proud to have joined more than 600 companies in signing the CEO Action for Diversity & Inclusion™ pledge, the largest CEO-driven business commitment to advance diversity and inclusion within the workplace.

Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses.

Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.