Freshworks provides innovative customer engagement software for businesses of all sizes, making it easy for teams to acquire, close, and keep their customers for life. Freshworks Software-as-a-Service (SaaS) products provide a 360-degree view of the customer, are ready to go, easy to use, and offer a quick return on investment. Headquartered in San Mateo, USA, Freshworks 2,000+ team members work in offices throughout the world. Freshworks has global offices in India, Singapore, Australia, UK, Netherlands, France and Germany. The company counts over 220,000 businesses in its customer-for-life community around the world, including Honda, Bridgestone, Hugo Boss, University of Pennsylvania, Toshiba, Sling TV, and Cisco.
Freshworks’ suite of products that transform the way world-class organizations collaborate with customers and co-workers include Freshdesk (Omni-channel customer support), Freshservice (IT Service Desk), Freshsales (Intuitive fully-integrated CRM), Freshmarketer (Marketing Automation Suite), Freshteam (HR Management System for growing teams), Freshchat (Modern messaging software) and Freshcaller (Cloud PBX system).
Freshworks has received numerous accolades from analysts and media including making it to Forbes’ Cloud 100 list, Economic Times Startup of the Year, 2019 LinkedIn Top 25 Companies to Work for in India and a listing on the Magic Quadrant for CRM Customer Engagement & IT Service Management. While Freshworks has had incredible organic growth over the last few years, the company also has made targeted acquisitions that add critical capabilities to the portfolio including Natural Language Processing, Chatbots, Machine Learning, Social and Messaging Transformation. Freshworks has raised over $400 million in the capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management. More information is available at www.Freshworks.com.
About the Role:
This position is responsible for supervising billings and customer support personnel and driving improvements in business processes and systems required for billings. This role will partner with the Billings manager and other business leaders across Sales, IT, Customer Success, Deals Desk, Professional Services, and other functions to plan, define and provide solutions to ensure customer satisfaction.
Key responsibilities include :
Supervise a team of customer support personnel to resolve customer queries and issues via phone, email, and chat
Resolve problems by clarifying the customer issues by determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment and following up to ensure resolution
Manage large amounts of incoming support tickets and go the extra mile to engage customers
Identify and assess customers' needs to achieve the highest level of satisfaction.
Build sustainable relationships of trust through open and interactive communication
Provide accurate, valid and complete information by using the right methods and tools
Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
Constantly strive to improve communication procedures, guidelines and policies.
Desired Skills and experience :
Experience in Billings and Accounts receivable
Excellent written and verbal communications skills
Proven customer support experience
Track record of over-achieving quota
Strong phone contact handling skills and active listening
Familiar with CRM and Billing systems and practices
Customer orientation and ability to adapt/respond to different types of people
Ability to thrive in a fast-paced environment, prioritize and manage large teams effectively
Ability to effectively communicate with all levels of management