Key Requirements:
Experience:
● 2-4 years of experience in a customer service or client-facing role, preferably in a SaaS or
technology-driven environment.
● Proven experience in handling customer inquiries, complaint resolution, and client
onboarding.
Technical Skills:
● Proficiency in using CRM tools (e.g., Salesforce, Zoho CRM) for tracking customer
interactions and managing support tickets.
● Familiarity with communication platforms (e.g., Zoom, Microsoft Teams) and ticketing
systems.
● Basic understanding of data analysis to interpret customer usage patterns.
Key Responsibilities:
- Customer Engagement:
● Conduct periodic calls with existing customers to gather feedback and gauge their overall
satisfaction with our products and services.
● Monitor and analyze customer usage data provided by the technical team to identify trends
and areas for improvement.
● Prioritize customer outreach based on usage analysis, focusing on clients who may need
additional support or attention.
● Record customer interactions and updates in the tracking system, ensuring accurate and
up-to-date information for future reference. - Customer Inquiry Resolution:
● Serve as the primary point of contact for customer inquiries, addressing both inbound and
outbound queries via email, WhatsApp, and phone calls.
● Resolve customer complaints and technical issues efficiently, providing clear and accurate
solutions.
● Identify and escalate high-priority cases to relevant teams, following the defined escalation
process to ensure prompt resolution.
● Adhere to established Service Level Agreements (SLAs) to deliver timely responses and
maintain high standards of customer service. - Customer Onboarding:
● Collaborate with the sales team to understand the specific requirements of new clients as they
transition to customer support.
● Schedule and set up onboarding meetings with new clients, sending out calendar invites and
reminders via Zoom or other communication tools.
● Conduct the onboarding meetings according to the company’s established process, ensuring a
smooth and positive start for the client.
● Guide new clients through the onboarding process, addressing any questions and setting clear
expectations for ongoing support.