This role is for one of our clients
Industry: Capital Markets

Seniority level: Associate level

Min Experience: 1+ years

Location: Mumbai, Maharashtra, India

JobType: full-time

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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.