Job Title: Client Success Executive (not sales) this is Post sales process.
Onsite - Gurugram - Udyog Vihar
6 days working - 9:30 am to 7:00 pm
Job Summary:
We are seeking a proactive and customer-focused Client Onboarding & Customer Support Executive to ensure a seamless experience for our clients from onboarding through ongoing engagement. The ideal candidate will be responsible for managing client communication, resolving queries, and maintaining strong relationships through various channels, including Telegram, email, phone, and chat platforms.
Key Responsibilities:
Client Onboarding:
- Conduct onboarding calls with new clients to introduce company services and products.
- Guide clients through the onboarding process to ensure a smooth and positive experience.
- Address client questions, concerns, and expectations during the initial stages promptly and effectively.
Communication & Community Management:
- Create and manage Telegram groups and channels for client communication and updates.
- Maintain an active presence in Telegram groups to support clients and encourage engagement.
- Share relevant updates, reminders, and important information regularly.
Customer Support & Engagement:
- Respond to customer inquiries across email, phone, and chat in a timely manner.
- Assist clients in understanding programs, services, and offerings clearly.
- Resolve complaints efficiently within defined timelines, ensuring customer satisfaction.
Client Relationship Management:
- Maintain accurate records of customer interactions, inquiries, and feedback.
- Monitor client activity and ensure accountability across assigned clients.
- Send timely payment reminders via Telegram groups and follow up as needed.
Collaboration & Improvement:
- Work closely with internal teams to address client concerns and ensure smooth issue resolution.
- Identify recurring issues and provide feedback to improve service quality and processes.
Availability:
- Be available to create and manage Telegram channels/groups as required, including on weekends or all days depending on business needs.
- Ensure prompt responsiveness to client communications across all channels.
Requirements:
- Strong communication and interpersonal skills.
- Ability to multitask and manage multiple client interactions efficiently.
- Experience in customer service, client onboarding, or support roles preferred.
- Familiarity with Telegram and digital communication tools.
- Problem-solving mindset with a customer-first approach.
Preferred Qualities:
- Organized and detail-oriented.
- Self-motivated with a proactive attitude.
- Ability to handle pressure and resolve conflicts professionally.
