Associate Advisor, Care Account Operations

Associate Customer Care Advisor - Bengaluru India

Job Description:

Toast is driven by building a restaurant platform that helps restaurants adapt take control and get back to what they do best: building the businesses they love.

Customer Care Advisors (CCAs) are pivotal stakeholders in responding to and resolving escalated account issues such as credits and billing inquiries to meet customer needs. As a CCA you will be a part of the Account Operations campaign and assist customers with Toast contracts and billing-related inquiries offering support for modifications credits and account adjustments.

About this roll* (Responsibilities)

• Manage customer inquiries related to subscriptions service agreements and accounts across email Salesforce tickets chat and voice channels.
• Investigate and resolve complex issues concerning contracts billing charges and fees with accuracy and attention to detail.
• Deliver clear courteous and empathetic communication to ensure customers feel supported and understood.
• Proactively address credit requests and process account adjustments to strengthen satisfaction with Toast POS.
• Partner with cross-functional teams to deliver a seamless high-quality customer experience.
• Identify and respond appropriately to potential fraud cases applying the necessary measures to protect customers and the business.
• Contribute to continuous improvement by actively supporting initiatives that enhance customer programs and overall experience.

Do you have the right ingredients* (Requirements)

• 1-3 years of customer service experience working with customer billing inquiries and account management
• SaaS background preferred
• Experience in using Salesforce a
• Strong abilities in teamwork communication and collaboration for effective interaction with colleagues and customers
• Easily adapting to a dynamic fast-paced setting
• Detail obsessed and a willingness to handle various tasks while ensuring efficiency

Your Secret Sauce* (Competencies)

• Customer-first mindset with empathy and problem-solving skills.
• Strong process discipline accuracy and attention to detail.
• High integrity and discretion in handling sensitive data.
• Ability to collaborate effectively and adapt to changing priorities.
• Confidence in making sound decisions within defined protocols.

Toasts Recipe for Success* (Shift Details)

This role follows a rotational shift schedule (including evenings weekends and holidays). Training and onboarding will be onsite. At Toast we work in a hybrid model with a minimum of 2 days in office. For the first 12 months after go-live well ask you to be onsite at least 3 days a week to ensure strong collaboration and support.