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Customer Service Specialist

  • Application Deadline: Oct. 4, 2021
  • Chandigarh
  • Application Deadline: Oct. 4, 2021
  • Chandigarh

Job Summary & Responsibilities

Primarily, the role entails managing Basware's communication channels with customers and analyzing the information received from different channels to find actions for improving customer experience.
Majorly, you'd be focused on the following areas:

  • Proactive Outbound Communications from Basware
  • Utilizing different tools at Basware, you'd be sending out communications to customers regarding services (upgrades & outages, intended to ensure business continuity for the customer) and digital marketing (New Releases, intended to help the customer grow their business by taking advantage of new/existing Basware Offerings)
  • Reporting and Analysis
  • With the intent to analyze the current customer experience status based on the information collected from various sources like questionnaires and surveys.
  • Create/update/analyze operational reports for internal stakeholders

  • Perform predictive analysis based on the reports to help in identifying Action Items leading to better customer experience

  • Maturity Analysis for Operations.

  • This is a yearly activity where Basware works with customers to benchmark their maturity and service adoption to give insights into what actions they should take in relation to process, technology, policies and people enablement.

  • Coordinate sending the Maturity Survey to the agreed participants with the Success Manager in order to capture the relevant data

  • Review data, benchmarked against the previous year

  • Create initial analysis on the information received

  • Customer Experience Insights.

  • Feedback from customers is the only way any organization can ensure longevity. With this in mind, your key responsibility will be creating/sending surveys, collecting/analyzing responses.
  • Creating and maintaining Customer Lists.
  • Coordinating & streamlining survey process across different regions.
  • Work with Customer Feedback System to correct and teach the ML System performing Customer Insights Analytics

Work with great people

Hanna Ikonen
Team Leader, Customer Services
"I feel that I can make a difference, drive improvements & take controlled risks, and all this is supported by the company."
Sam Bradner
Senior Content Designer
"Best part of my job is flexibility and variability. I don´t really have a typical day, and I like that!"
Kevin Kamau
Product Manager
"Basware is a global company that values people as a crucial driver for success."
Trang Pham
Communications Specialist
"I know I can make an impact in hundreds of different ways. Basware is really unique to me – we have the best people and we are the leader in our industry."
Mika Peurala
Solution Architect
"Absolutely the best colleagues and line managers in the world!"
Jaakko Jutila
Director, Customer Service
"At Basware you have the freedom to identify and start different development activities across the organization without getting approvals from above."

Skills & Requirements

Skills & Competencies

As an effective Customer Success Coordinator, you should have a good understanding on different customer engagement models (like LAER) with expertise on being able to create predictive analysis leading to key takeaways for Business Improvement.

Alongside we expect you to be well versed with following tools & technologies:

  • MS Excel, MS PowerPoint, Power BI, Qlicksense

In addition, any knowledge of the following will be a plus point:

  • Hubspot, Dynamics CRM

  • ServiceNow

  • Questback, Lumoa

Education & Experience

  • Technical Bachelor’s or Master’s degree required

  • ITIL Foundation an advantage

EXPERIENCE:

  • 3 - 4 years of experience in ITES industry with focus on a similar profile

  • Good experience of working directly with customer experience surveys/reports/analysis therefrom

  • Able to build productive relationships and communicate regularly with required teams in a professional manner

  • Good written and spoken English with added advantage for knowledge of European languages.

  • Knowledge of electronic invoicing and purchase-to-pay is an advantage

Open to work in US shifts

Great Place to Work

  • Continuous learning and development

  • Great colleagues and teamwork

  • Flexibility and autonomy

  • Innovation and cutting edge technologies

  • Making the world greener

  • Global & diverse culture with a Nordic twist

About the company

Basware is the global leader in providing networked purchase-to-pay solutions and innovative financing services. Basware’s commerce and financing network connects businesses in over 100 countries and territories around the globe. As the largest open business network in the world, Basware provides scale and reach for organizations of all sizes, enabling them to grow their business and unlock value across their operations by simplifying and streamlining financial processes. Small and large companies around the world achieve significant cost savings, more flexible payment terms, greater efficiencies and closer relationships with their suppliers.

About Basware

As the global leader in providing purchase-to-pay and e-invoicing solutions in the world of commerce, Basware empowers companies to unlock value across their financial operations. With Basware, businesses can simplify and streamline key financial processes to strengthen control, reduce costs and boost cash flows, while creating value for their buyers and suppliers and completely new ways of buying and selling.

The largest open commerce network in the world, Basware Commerce Network connects over 1 million companies across over 100 countries. With Basware, businesses can escape the complexity of manual financial systems and unlock the value in a connected business world. Together we’re releasing a new wave of economic value and potential, one e-invoice, one automated financial process at a time.

The Customer Services organization includes the Professional Services and Customer Support functions, and is made up of more than 550 Basware experts globally.

Professional Services, made up of Project Managers, Solution Architects, Solution and Technical Consultants and Success Services professionals, deliver customer implementation projects and provide services that help Basware customers adopt, optimize and accelerate the benefits of their Basware solutions and services.
Customer Support provides professional help to our customers to manage operational and service issues that arise from using our services.

Customer Services draws on our collective expertise so that our customers realize the best possible business outcomes with Basware’s Networked Purchase-to-Pay solutions.


2020Recognized market leader with global operations, 20+ offices worldwide.

2019Gartner Magic Quadrant Leader for Procure-to-Pay Suites for fourth time

2014-2019Several industry recognitions and product launches

2012-2016Several acquisitions in the fields of e-invoicing, e-procurement and purchase-to-pay solutions

2012Launch of cloud-based B2B platform for transaction collaboration on Basware's Network

2006-2009Several acquisitions in the fields of invoice automation, data capture expertise and payment software

2005Launch of fully integrated Purchase-to-Pay solution suite

2000Basware listed on Helsinki Nasdaq, launch of purchase management software & e-invoicing service

1992Launch of first financial management software

1985Basware founded in Finland

Ankita Sharma | Contact Person

I'm interested
Basware

Chandigarh
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