Customer Service Representative

Weekday AI; Mumbai; On-site; INR 300,000 - 540,000; Full time

Job summary

Weekday AI is seeking a Customer Service Representative in Mumbai to build strong customer relationships, resolve queries, and ensure a positive experience throughout the lifecycle. You'll handle onboarding, CRM updates, and collaboration with cross-functional teams.

The role emphasizes clear communication, issue resolution, and proactive follow-ups to improve customer satisfaction and retention.

Qualifications

• 1–5 years of experience in Customer Service or related role.
• Excellent verbal and written communication.
• Strong interpersonal skills and customer focus.
• Ability to manage multiple requests and prioritize tasks.

Responsibilities

• Serve as the primary point of contact for customers via email, phone, chat, and other channels.
• Understand customer requirements and provide timely, personalized support.
• Assist customers through the client onboarding process and product adoption.
• Maintain accurate customer information in CRM systems and track service requests.
• Identify issues and coordinate with internal teams for timely resolutions.
• Monitor concerns and follow up until closure to ensure satisfaction.
• Collaborate with Sales, Operations, and Product teams to meet customer needs.
• Capture and relay customer feedback for product and service improvements.

Skills

Communication skills

Interpersonal skills

Customer-first mindset

Problem solving

Multitasking

Attention to detail

CRM familiarity

Cross-functional collaboration

Follow-up ownership

Tools

CRM systems

Ticketing tools

Communication software

Job description

This role is for one of Weekday’s clients

Min Experience: 1+ years
Location: Mumbai, Maharashtra, India
JobType: full-time

We are looking for a customer-focused and proactive Customer Service Representative with 1–5 years of experience to 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 of Client 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.

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 the client 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 overall customer experience by 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 experience in 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.
• Ability to manage multiple customer requests and prioritize tasks effectively.
• Strong attention to detail and organizational skills.
• Comfortable working with customer support platforms, CRM systems, ticketing tools, and communication software.
• Ability to collaborate effectively with cross-functional teams.
• Strong follow-up skills and ownership of customer issues from initiation to resolution.

Good-to-Have Skills

• Client Onboarding: Experience guiding new customers through onboarding, account setup, product adoption, and activation.
• Customer Relationship Management: Familiarity with CRM platforms and maintaining structured customer records and interaction histories.
• Customer Experience: Understanding of customer journey management, customer satisfaction, feedback collection, and service improvement initiatives.
• Experience working with customer support or ticketing platforms.
• Exposure to customer success, account management, or client retention activities.
• Ability to analyze customer feedback and identify recurring trends or service improvement opportunities.

What We’re Looking For

We value individuals who are empathetic, dependable, proactive, and comfortable interacting with customers from diverse backgrounds. The ideal candidate should be able to remain calm under pressure, communicate clearly, take ownership of customer concerns, and consistently deliver a positive customer experience.

If you enjoy working directly with customers and are passionate about building lasting relationships while improving the overall customer journey, this role offers an excellent opportunity to grow your career in customer service and customer experience.