Responsibilities:
Client Onboarding & Implementation
- Manage the initial onboarding process for new clients.
- Assist, gather, and prepare client data for software setup and configuration.
- Assist clients with initial system setup and customisation.
- Coordinate with Internal Graphic Design team to help clients with branding collaterals.
Training & Client Enablement
- Conduct group and one-on-one training sessions via Google Meet/Zoom.
- Develop onboarding materials, including checklists and walkthroughs.
- Ensure clients complete key onboarding milestones and understand core features.
Customer Success & Support Transition
- Monitor client progress and proactively address challenges.
- Ensure a smooth handover to the Technical Support Team post-onboarding.
- Identify common onboarding pain points and suggest improvements.
Technical Support & Issue Resolution
- Handle client queries via WhatsApp, Email, and Google Meet/Zoom.
- Troubleshoot technical issues and escalate complex problems to the development team.
- Track and improve response times and customer satisfaction.
Requirements:
- Strong verbal and written English & Hindi communication skills.
- Patience and a customer-centric attitude.
- Basic IT skills, including proficiency with MS Office, exposure to popular meeting tools, and CRM systems. Exposure to Canva is plus.
- Ability to travel for client support when necessary.
- Previous experience in customer support or a related field is a plus.
- Added advantage if either experience or educational qualification in hospitality / tourism industry.
Benefits:
- Competitive salary and benefits package.
- Comprehensive training and development programs.
- A supportive and collaborative work environment.
- Opportunities for career growth within the company.