Customer Service Representative

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:

1. 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.

2. 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.

3. 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.