Client Services

Roles and responsibilities

• Identify customers needs and problems, and take proactive steps to maintain a positive experience.
• Maintain strong, lasting, and trustworthy relationships with clients through open and interactive communication.
• Liaise between clients and internal teams (Product Development/Billing) to ensure timely and successful delivery of solutions to our client problems.
• Initiate and engage with customers through multiple channels, namely outbound calls and inbound chats, to communicate effectively and facilitate product adoption.
• Offer tailored support designed to meet each customer’s unique needs, empowering them to grow their capabilities with our software.
• Track customer usage and provide proactive support, guiding them to optimise their experience and achieve the right balance in using our software.
• Have thorough knowledge of the product while continuously working towards the product’s improvement.
• Comprehend creative solutions to handle queries from customers and give them an excellent level of service.
• Flexible and receptive to change for continuous product transformation.

Must have

• Any graduate with 1-4 years of experience in technical/customer support roles. (Preferably in a SaaS environment.)
• Willingness to work on the night shift.
• Passion towards an amazing customer experience.
• Good documentation skills to keep track of issues and tickets.
• Good knowledge of common apps and technologies in a professional environment.
• Ability to simplify complex technical concepts for easy understanding.
• Strong organisational skills and attention to detail.
• Proactive problem-solving mindset to effectively address customer needs.
• Growth mindset and excitement to learn new things.
• Creative, enthusiastic, and energetic with great interpersonal skills. Should be able to present ideas with clear logic and conviction.
• Experience in taking chats and non-voice processing is an added advantage.

Workspace requirements

• Private workroom with the ambience to handle calls.
• Ready for video calls at all times. Video calls are an integral part of maintaining the human connection while working from Anywhere.
• Good Internet speed (Above 100 MBPS Download and Upload) with the ability to be wired (LAN).
• Power backup (if you have frequent power cut issues).