Customer Service Representative

Weekday; Mumbai; On-site; INR 500,000 - 700,000; Full time

Job summary

Weekday in Mumbai seeks a Customer Service Representative to support clients in the capital markets space. You will engage via email, phone, and chat, guiding onboarding and ensuring a smooth customer journey while maintaining CRM data accuracy.

The role emphasizes proactive communication, issue resolution, and delivering an exceptional customer experience for clients during onboarding and ongoing support.

Qualifications

• 1–5 years of experience in customer service or related role.
• Excellent verbal and written communication skills.
• Strong interpersonal abilities and relationship-building.
• Customer-first mindset with a strong focus on customer satisfaction.
• Good problem-solving and decision-making skills.

Responsibilities

• Serve as the primary point of contact for customers through email, phone, chat, or other channels.
• Understand customer requirements and provide timely, personalized support.
• Assist customers through the client onboarding process, ensuring they understand products and required documentation.
• Guide new clients through account setup, product adoption, initial configuration, and onboarding activities.
• Maintain accurate and up-to-date customer information in CRM systems.
• Develop and maintain strong customer relationships through regular communication and proactive follow-ups.
• Identify customer issues and coordinate with internal teams to ensure timely resolution.
• Monitor customer concerns and follow up until closure for a seamless support experience.
• Contribute to improving customer experience by identifying recurring issues and service gaps.
• Educate customers about relevant products, features, services, and best practices.
• Handle customer complaints professionally while maintaining a positive relationship.
• Maintain detailed records of customer interactions, feedback, and resolutions.
• Track service-related metrics such as response time and CSAT.
• Collaborate with Sales, Operations, Product to address customer requirements.

Skills

Communication skills

Interpersonal skills

Customer focus

Problem solving

Job description

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

₹5,00,000 - ₹7,00,000 a year

We are looking for a customer-focused and proactiveCustomer Service Representativewith1–5 years of experienceto 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 ofClient 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 theclient 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 overallcustomer experienceby 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 experiencein 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.This role is for one of our clients ... etc" , "IsExpired" : false}