Customer Loyalty Advocate

Greetings from Eleven Group!

About Eleven Group :

Eleven Group is a fast-growing business conglomerate with a strong presence across diverse sectors including HealthTech, IT Services, Digital Solutions, Real Estate, NBFC, Wellness, and more.

We are home to 20+ companies such as Ramsons Project Ltd, Aiqa Health, SAS Tech Studio, SAS Servizo, Fincubb, AstroKarma, and others—each solving unique challenges with innovation and agility.

Our group believes in empowering professionals by providing them a platform to lead, learn, and thrive. Working with us means being part of a team that values growth, transparency, and excellence.

We are pleased to invite you to an interview for the role of Executive / Senior Customer Success Agent . Based on your profile, we believe your skills and experience align well with this role, and we are excited to explore the possibility of working together.

Website Link : Elevengroup.In

Job Title : Customer Success Agent

Location : SAS Tower, Gurugram (Hybrid)

Job Type : Full-Time

Shifts : Roster-based (including weekends and holidays as per schedule) (6 Days Working)

Process : Chat + Voice (Hindi & English)

Job Summary

We are seeking dynamic and empathetic Customer Success Agents to join our team. In this role, you will act as the primary point of contact for our customers, ensuring their needs are met and that they achieve success using our products / services. Your mission will be to build strong relationships, provide exceptional support, and proactively address customer concerns to drive satisfaction and loyalty.

Key Responsibilities :

Customer Assistance : Handle customer queries efficiently through chat, voice, email, and other support channels.

Support & Troubleshooting : Provide quick resolution to customer issues with empathy and professionalism.

Relationship Building : Build trust-based relationships by understanding customer needs and offering tailored solutions.

Proactive Engagement : Monitor ongoing cases to identify risks or opportunities for customer satisfaction

Education & Enablement : Guide customers on how to use products / services effectively to maximize value.

Feedback Collection : Relay customer insights to internal teams for product and service improvement.

Performance Tracking : Maintain and track support metrics such as NPS, CSAT, and First Response Time .

Reporting : Prepare and update daily / weekly reports on Google Sheets and other internal tools.

Requirements

Experience : Minimum 1 year in customer support, success, or similar customer-facing roles.

Communication Skills : Strong verbal & written communication skills in English and Hindi

Problem-Solving : Ability to handle escalations and resolve issues with logical thinking.

Technical Proficiency : Comfortable using CRM tools (e.G., Salesforce, HubSpot) and Google Sheets.

Empathy & Patience : Customer-first attitude with the ability to stay calm under pressure.

Time Management : Ability to multitask, prioritize, and manage workload in a fast-paced environment.

Education : Bachelor’s degree in Business, Communication, or related field (preferred, not mandatory).

Interested candidates please share the resume to manvi.arora@sasgroup.in