Client Onboarding Specialist -Chennai- Night shift

Straive; Chennai District; On-site; INR 350,000 - 500,000; Full time

Job summary

Straive, based in Chennai, India, seeks a motivated Channel Support Agent / Onboarding Agent to deliver exceptional partner and customer support, ensuring a smooth onboarding experience and handling inquiries related to our online store.

You will guide new partners through onboarding, conduct training, assist with account setup, product listings, and payments, and respond to inquiries with accurate information.

Qualifications

• 1-2 years in a high-volume help desk role.
• Excellent spoken and written communication.
• Ability to document information accurately following processes.
• Quick learner, adaptable to process updates.
• Collaborative and cross-functional mindset.

Responsibilities

• Guide partners through onboarding, explain platform, tools, and resources.
• Conduct training sessions and provide documentation to help partners effectively utilize our online store.
• Assist partners in setting up their accounts, product listings, and payment processing.
• Respond to inquiries from partners and customers promptly and professionally.
• Troubleshoot orders, payments and account issues.
• Maintain product knowledge to support accurate information.
• Liaise between partners and internal teams for issue resolution.
• Document partner interactions and onboarding progress in CRM.
• Prepare reports on common issues and feedback for improvements.
• Stay updated on industry trends to enhance onboarding and support.
• Collaborate with product and marketing to improve resources for partners.

Skills

Communication

Customer support

Onboarding

Documentation

Training

Tools

CRM

Job description

Role & responsibilities

Job Description:

We are seeking a motivated and customer-focused Channel Support Agent / Onboarding Agent to join

our team. In this role, you will be responsible for providing exceptional support to our partners and

customers, ensuring a smooth onboarding experience, and assisting with any inquiries related to our

online store. You will play a crucial role in enhancing customer satisfaction and driving the success of

our channel partners.

Key Responsibilities:

Onboarding Support:

• Guide new partners through the onboarding process, ensuring they understand our platform, tools, and resources.

• Conduct training sessions and provide documentation to help partners effectively utilize our online store.

• Assist partners in setting up their accounts, product listings, and payment processing. Customer

Support:

• Respond to inquiries from partners and customers via communication channels in a timely and professional manner.

• Troubleshoot and resolve issues related to orders, payments, and account management.

• Maintain a high level of product knowledge to provide accurate information and support.

Communication:

• Act as a liaison between partners and internal teams, ensuring clear communication and timely resolution of issues.

• Identify areas for improvement in our onboarding process and support services.

Documentation and Reporting:

• Maintain accurate records of partner interactions and onboarding progress in our CRM system.

• Prepare reports on common issues, feedback, and suggestions for process improvements.

Continuous Improvement:

• Stay updated on industry trends and best practices to enhance the onboarding experience and support services.

• Collaborate with the product and marketing teams to improve resources and tools available to partners.

Requirements

• 1-2 years in a high-volume help desk role, providing technical support and guidance in a fast-paced environment.

• Excellent spoken and written communication skills, with fluency in comprehension and expression.

• Ability to accurately capture and document information while following processes correctly.

• Quick learner, receptive to feedback, and adaptable to process updates.

• While primarily an individual contributor, must engage in cross-training, collaboration, and program development efforts.