Customer Service Representative

Who are we

nGain.pro is on a mission to provide global private market visibility. Our industry-leading platform combines advanced AI tech with local-for-local research. It delivers the highest quality information on the companies that matter to you most.
nWe serve 100% of MBB/Big-4 advisories, clients representing >$500bn of private equity capital and more than 70% of the top-20 global M&A houses. Examples include Blackstone, Goldman Sachs and McKinsey. We lead the market on customer satisfaction, as validated by external research (User Evidence survey 2023). Gain.pro has been named as one of Europes top 50 fastest growing businesses, operating globally with offices in Amsterdam, London, Frankfurt, Warsaw, and Bangalore.
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nThe Global Research Centre in Bangalore is set to drive the company's ambitions to become the leading global market player. We are looking to scale up our team with high calibre, experienced individuals, motivated for a high growth career path at a leading international Fintech player.

nWhat will be your responsibilitiesn

You will be the backbone of our customer service, supporting our Customer Success team across regions. As Customer Service Representative you will work independently, act as the key contact for customer support and support our strategic market initiatives. This entails:

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• Customer Support You maintain a positive, empathetic and professional attitude toward customers at all times, resolving customer queries in a customer-centric way
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• Being the voice of the customer - You gather and structure feedback from customers that is used by the entire organization to improve our product and develop new features
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• Research support and preparation - You support our research function in vetting and prep work for investor portfolios coverage based on customer requests.
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• Gathering customer information As a core member of our client-facing team you will engage with our clients proactively to support strategic initiatives
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• Driving cross team collaboration As a focal point for the quality of our end users experience you will regularly liaise with all different departments and verticals
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• Using digital tools in your daily work You efficiently leverage tools like our CRM system and CS tools to ensure a smooth user experience and proactively act upon relevant CS KPIs
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• Optimizing our ways of working You can actively shape our processes and structures as we grow and drive the future of Customer Success at Gain.pro
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Above all, as an early member of our overarching Go-to-Market team, you will have plenty of room to shape your role. Depending on your spike, you can further grow within the organization into different teams and verticals.

nWho are youn

We are looking for someone who is passionate about supporting and exciting our customer group of PEs, M&A Advisors and Consultancies. You like to roll up your sleeves and are excited about the tech-enabled future of deal making. Moreover, we are looking for the following:

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• Relevant experience You have excelled in a client-facing or research-focused role, ideally in the PE/M&A industry, for at least 4 years.
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• Education You hold a university degree from a leading university.
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• Customer-centric You have a value-driven customer-first mindset and are keen to deliver top customer experience.
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• Structured You are well organized and can manage diverse priorities
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• Communication You are able to manage customer satisfaction through active listening and problem-solving. You have excellent communication skills, both verbal and written.
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• Languages You are fluent in English.
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• Flexibility in work timings This newly formed Customer Service team is intended to be a 24*7 operation in multiple coverage shifts when fully scaled to support our global growth journey. At this point we are looking for team members to flexibly cover two shifts, with each team member covering one shift per day for 5 days a week (including weekends), in a rotational manner.n

Shift 1: 12:00 IST to 21:00 IST

nShift 2: 21:00 IST to 5:00 IST

nBonus points for:

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• Experience with customer-centric approaches
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• Experience within the PE/M&A industry
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• Experience with company research
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What we offer:

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• Flexibility and freedom
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• Excellent compensation plus night shift / weekend shift allowance as per policy
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• A supportive and collaborative team culture
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• Well-funded company that is healthy and fast-growing
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• Company-wide outings and events
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• We are the European leader with global aspirations, working towards unicorn status; this is the right time to come onboard and take that ride with us
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Gain.pro B.V. with its registered seat in Apollolaan 151, 1077 AR Amsterdam, The Netherlands, or another Gain.pro entity which runs the recruitment process, further called Gain.pro', is the controller of personal data you submit as part of the job application. Your personal data will be processed for the purpose of conducting a recruitment process for the job position you apply for. If you provide Gain.pro with explicit consent, your personal data will be also processed for the purpose of conducting future recruitment processes. Please read the Gain.pro Privacy Policy to acquaint yourself with how Gain.pro processes your personal data: https://www.gain.pro/privacy-policy/recruitment.