Member Care Support Representative
Location: Bengaluru | Job: Full Time | Industry: Management Consulting |
Experience: 2+ years
The Member Care Support Representative is responsible for ensuring member expectations are met or exceeded through effective communication of information, timely order processing, and prompt resolution of member issues.
The role involves engaging with members, supporting membership renewals, responding to inbound calls and emails, and providing timely and professional assistance in a fast-paced environment where service excellence is a top priority.
The ideal candidate should be able to process information and make sound judgments while maintaining a positive and professional attitude. The role places a strong emphasis on quality service, teamwork, and maintaining positive customer relationships.
The position will also play a critical role in supporting the sales team, effectively fulfilling sales orders, and ensuring the smooth operation of member support activities.
Key Responsibilities
Respond to inbound and outbound calls and provide membership information to clients while identifying potential clients.
Manage the database and ensure it is updated on a daily basis.
Respond to general inquiries regarding membership, products, and services via telephone or email.
Perform data entry for purposes such as order processing and accessing previous and special orders.
Research and resolve membership inquiries as required.
Refer calls requiring specific information to the appropriate staff members or departments.
Engage with members through calls and emails.
Make suggestions and recommendations to the Supervisor/Manager to continually improve member service operations.
Support the registration process by serving as an onsite coordinator for sponsored seminars and conferences.
Provide Tier I technical support regarding login access, website, and webcast issues.
Manage organizational mailboxes.
Follow up with the Sales team regarding pending payments.
Handle memberships and exam activations along with the onboarding process.
Conduct membership renewal calls and other member engagement activities.
Release LMS portal access to clients.
Review pending orders and specific customer requests to ensure excellent customer service and customer experience.
Stay up to date with new product and feature launches and ensure the sales team is informed.
Perform other duties as assigned.
Qualifications & Experience
Graduate from Arts, Commerce, Science, or Management.
Minimum 2 years of support or customer service experience, handling inbound and outbound calls.
Hands-on experience with CRM systems.
Excellent analytical, multitasking, and organizational skills.
Excellent verbal and written communication skills.
Strong interpersonal skills with the ability to understand and relate to a wide range of members.
Good PC keyboarding proficiency with knowledge of a Windows environment.
Knowledge of association management software is preferred.
Proficiency with MS Office Suite, particularly MS Excel.
Ability to work effectively both independently and as part of a team.
Required Skills
After-Sales Support
Customer-Focused Service Orientation
Data Entry Skills
Active Listening Skills
Telephone Skills
Patience and High Energy Level
CRM
MS Excel
Communication Skills
Multitasking