This role is for one of Weekday’s clients
Min Experience: 1+ years
Location: Mumbai, Maharashtra, India
JobType: full-time
We are looking for a customer-focused and proactive Customer Service Representative with 1–5 years of experience to join our team. The ideal candidate will be responsible for building strong customer relationships, understanding client needs, resolving queries efficiently, and ensuring a smooth and positive customer experience throughout the customer lifecycle.
This role is well suited for someone who combines excellent communication skills with a strong understanding of Client Onboarding, Customer Relationship Management (CRM), and Customer Experience. You will work closely with customers and internal teams to ensure timely issue resolution, effective communication, and high levels of customer satisfaction.
Requirements
Key Responsibilities
- Serve as the primary point of contact for customers, responding to queries through email, phone, chat, or other communication channels.
- Understand customer requirements, concerns, and expectations and provide accurate, timely, and personalized support.
- Assist customers throughout the client onboarding process, ensuring they understand products, services, processes, and required documentation.
- Guide new clients through account setup, product adoption, initial configuration, and other onboarding activities.
- Maintain accurate and up-to-date customer information, interactions, and service requests within CRM systems.
- Develop and maintain strong customer relationships through regular communication and proactive follow-ups.
- Identify customer issues and coordinate with relevant internal teams to ensure effective and timely resolution.
- Monitor customer concerns and follow up until closure to ensure a seamless support experience.
- Contribute to improving overall customer experience by identifying recurring issues, service gaps, and opportunities for process improvement.
- Educate customers about relevant products, features, services, and best practices.
- Handle customer complaints professionally and work toward appropriate resolutions while maintaining a positive relationship.
- Maintain detailed records of customer interactions, feedback, requests, and resolutions.
- Track service-related metrics such as response time, resolution time, customer satisfaction, and ticket closure.
- Collaborate with Sales, Operations, Product, and other teams to address customer requirements and improve service delivery.
- Collect and communicate customer feedback to internal stakeholders to support continuous product and service improvements.
Required Qualifications & Skills
- 1–5 years of experience in Customer Service, Customer Support, Client Servicing, Customer Success, or a related role.
- Excellent verbal and written communication skills.
- Strong interpersonal and relationship-building abilities.
- Customer-first mindset with a strong focus on customer satisfaction.
- Good problem-solving and decision-making skills.
- Ability to manage multiple customer requests and prioritize tasks effectively.
- Strong attention to detail and organizational skills.
- Comfortable working with customer support platforms, CRM systems, ticketing tools, and communication software.
- Ability to collaborate effectively with cross-functional teams.
- Strong follow-up skills and ownership of customer issues from initiation to resolution.
Good-to-Have Skills
- Client Onboarding: Experience guiding new customers through onboarding, account setup, product adoption, and activation.
- Customer Relationship Management: Familiarity with CRM platforms and maintaining structured customer records and interaction histories.
- Customer Experience: Understanding of customer journey management, customer satisfaction, feedback collection, and service improvement initiatives.
- Experience working with customer support or ticketing platforms.
- Exposure to customer success, account management, or client retention activities.
- Ability to analyze customer feedback and identify recurring trends or service improvement opportunities.
What We’re Looking For
We value individuals who are empathetic, dependable, proactive, and comfortable interacting with customers from diverse backgrounds. The ideal candidate should be able to remain calm under pressure, communicate clearly, take ownership of customer concerns, and consistently deliver a positive customer experience.
If you enjoy working directly with customers and are passionate about building lasting relationships while improving the overall customer journey, this role offers an excellent opportunity to grow your career in customer service and customer experience.