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.