Customer Service Representative

We are looking for dynamic professionals for the Customer Onboarding Team who will be responsible for managing the end-to-end onboarding lifecycle, starting from initial client interaction to successful delivery and formal handover to the Project Management team.

This role is critical as the individual will act as the first point of contact and face of the company for the client, ensuring excellent communication, seamless coordination, and high customer satisfaction.

Depending on experience, the candidate will either support onboarding activities or own the complete onboarding lifecycle and governance.

Customer Onboarding / Service Delivery

Project Manager / Delivery Lead

Nashik

ROLES AND RESPONSIBILITIES

1. Client Communication & Engagement (Primary Responsibility)

• Act as the first point of contact for clients during onboarding

• Ensure clear, professional, and timely communication

• Conduct onboarding discussions, gather requirements, and manage expectations

• Provide regular updates on onboarding progress, issues, and timelines

• Build and maintain strong client relationships

• Arrange and coordinate meetings with clients as per requirements, including onboarding discussions, status reviews, and issue resolution calls

• Coordinate with internal technical teams (Infrastructure, Network, Security, etc.) to ensure the right stakeholders are aligned for onboarding activities

• Ensure availability of technical teams during onboarding phases and critical discussions

• Proactively identify, track, and drive resolution of onboarding challenges/issues by coordinating with relevant teams

• Act as a bridge between client and internal teams to ensure quick resolution and clarity

• Ensure all onboarding activities are executed within defined SLA timelines and highlight any risks or delays in advance

• Maintain high customer satisfaction by ensuring smooth communication and timely delivery

2. Technical Understanding & Issue Handling

• Possess working knowledge of:

• Linux & Windows systems

• Networking basics (IP, DNS, connectivity)

• Server, virtualization, and infrastructure concepts

• Understand client issues at a high level and ensure proper routing/resolution

• Able to Validate solution implementation and configurations

3. Documentation & Quality Control

• Maintain onboarding documentation, checklists, and records

• Ensure all project-related information is properly documented and up to date

• Prepare reports on delivery status, SLA adherence, and risks

• Verify and validate all contractual and commercial documents, including:

• SLA agreements

• Contracts / MSA

• Purchase Orders (PO)

• Work Orders (WO)

• Any supporting or compliance-related documents

• Ensure all onboarding activities are aligned with agreed contractual scope and SLAs

• Highlight any scope gaps, ambiguities, or risks based on contract/SLA review

• Maintain a centralized repository of all project and client documentation for audit and reference purposes

• Ensure documentation is audit-ready and compliant with internal and client requirements

• Coordinate with internal teams to ensure accurate documentation of configurations, access details, and deliverables

• Support preparation of handover documents for smooth transition to the Project Management team

4. Onboarding Planning & Execution

• Support or own onboarding lifecycle from kick-off to completion

• Define onboarding plan, milestones, and timelines (for experienced candidates)

• Ensure services are delivered as per agreed scope and SLA

5. Internal Coordination & Delivery Tracking

• Coordinate with cross-functional teams (Infrastructure, Network, Security, Support)

• Track tasks, dependencies, and timelines

• Ensure timely completion of onboarding activities

• Highlight risks, delays, and escalations proactively Prepare periodic reports on delivery status, SLA adherence, and risks.

6. Ticketing & Process Adherence

• Create and manage tickets in ITSM tools

• Ensure proper updates, tracking, and closure of all activities

• Follow ITIL-based processes (Incident, Change, Service Requests)

7. Shift & Availability

• Open to working in 24x7 rotational shifts

• Flexible to extend support during critical incidents or escalations

7. Handover to Project Management Team (Critical Responsibility)

• Ensure complete and structured transition post-onboarding

• Prepare and validate:

• Configuration and asset details

• Access and environment information

• KT (Knowledge Transfer) documents

• Conduct formal handover sessions with Project Management team

• Ensure handover sign-off from all stakeholders

8. Continuous Improvement & Learning

• Identify gaps in onboarding processes and suggest improvements

• Contribute to process standardization and automation initiatives

• Participate in training and skill enhancement programs