Customer Care Analyst

COMPANY BACKGROUND

MostEdge (formerly Aboveo) is revolutionizing the retail industry with a cutting-edge analytics platform designed to prioritize customer needs and shape the future of retail. From advanced POS systems and self-service kiosks to surveillance, loyalty solutions, and next-level consumer engagement tools, MostEdge empowers businesses to transform every customer interaction into a profitable opportunity. By seamlessly integrating retail management processes, optimizing supply chains, and ensuring stock availability for in-demand products, MostEdge enables businesses to grow efficiently while eliminating time-consuming administrative tasks. As the only company offering 24/7 c-store operations, shrink management, audits, and reconciliation services, MostEdge ensures that every transaction is secure, accurate, and optimized for success. Beyond technology, MostEdge's learning academy nurtures employees and owners into tomorrow's retail leaders, fostering innovation and growth across the industry. By partnering with retailers, distributors, and manufacturers, MostEdge is not just enhancing retail operations—it's empowering businesses to thrive sustainably, profitably, and confidently in an ever-evolving market. With customer presence in more than twenty states, the company's staff services customers from Atlanta, Georgia, and Hyderabad, Vadodara and Vijayawada, India locations. 

KEY RESPONSIBILITIES:

Accountability:

·        Installation and walk through guidance of the support software for effective workflow of the Stores.

·        Provide advanced support to c-store customers via phone, email, and live chat, addressing inquiries and resolving issues related to POS systems, back-office solutions, hardware, network, and other services.

·        Utilize language skills (English, Hindi) to communicate effectively with a diverse customer base.

·        Diagnose and troubleshoot complex technical problems, guiding customers through step-by-step solutions.

·        Escalate critical issues to higher-level support teams and ensure a seamless resolution process.

·        Maintain detailed records of customer interactions, including inquiries, issues, and resolutions in the CRM system.

·        Monitor and manage customer service tickets, ensuring timely follow-up and resolution.

·        Collaborate with internal teams (e.g., technical support, product development) to provide comprehensive solutions to customer problems.

·        Mentor and assist other customer service representatives, providing guidance and support as needed.

·        Continuously update knowledge of company products and services to provide accurate information and support.

·        Participate in training sessions and workshops to improve customer service skills and technical knowledge.

·        Contribute to the development and improvement of customer service processes and resources.

Scope:

·        Respond to customer inquiries across channels—phone, email, chat, and social media. Provide accurate information on products, technical issues, and more.

·        Troubleshoot problems, resolve complaints, and escalate complex cases to relevant teams or management when needed.

·        Assist with onboarding, explain product features, offer best-practice usage tips, and support technical troubleshooting

·        Log interactions, resolutions, and follow-up steps in CRM/helpdesk systems for future reference and quality control

Outcomes:

·        Aim to resolve customer inquiries on the first interaction.

·        Reduce the need for repeat contacts or escalations.

·        Handle calls, emails, or chats efficiently without compromising quality.

·        Meet predefined time benchmarks while maintaining accuracy.

·        Convert negative experiences into positive outcomes.

·        Help improve customer lifetime value through excellent service.

Qualifications:

·        Education: Diploma or Bachelor's degree(Any)

·        Experience:

o  1 years of experience in international voice process.

o  Strong understanding of retail operations, consumer behavior.