Customer Care Representative

Location:

Shift: Rotational Shifts (including weekends on rotation)

Experience:

About the Role:

We are seeking a Customer Success Representative proficient in multiple languages to join our team in Coimbatore. This role will manage end-to-end customer journeys, ensuring a seamless and engaging experience while efficiently using CRM tools to drive customer success.

You will be the first point of contact for our customers, addressing their queries, onboarding them, and ensuring their continuous satisfaction while working collaboratively with internal teams.

Key Responsibilities:

1.  Handle customer onboarding, product adoption, and regular check-ins to ensure customer success throughout their journey.
2. Respond promptly to customer queries via phone, email, and chat in multiple languages.
3. Maintain accurate and updated customer information in CRM tools (Zoho, Salesforce, HubSpot, or similar).
4.  Troubleshoot customer issues and ensure timely resolution or escalation.
5. Gather customer feedback and share insights with internal teams for process and product improvements.
6.  Manage renewals, upselling opportunities, and customer retention initiatives.
7. Work collaboratively with cross-functional teams, including Sales, Product, and Support, to enhance customer satisfaction.
8. Adhere to SLAs and maintain quality in all customer interactions.

Key Requirements:

Languages:

Experience:

1. 1–4 years in customer success, customer support, or account management.
2. CRM Tools: Experience with CRM tools such as Salesforce, Zoho, Freshdesk, HubSpot, etc.
3. Strong communication and problem-solving skills with an empathetic customer-first approach.
4. Comfortable working in rotational shifts, including weekends if required.
5. Ability to multitask and prioritise customer issues efficiently.
6. Strong ownership and accountability in ensuring customer delight.

Preferred:

1. Prior experience in SaaS or technology-enabled service companies.
2.  Understanding of customer health metrics and proactive customer engagement.
3.  Located in Coimbatore or willing to relocate.

What We Offer:

1. Competitive compensation and shift allowances.
2. Exposure to a fast-growing, customer-centric environment.
3. Learning and development opportunities.
4. A collaborative culture where your insights will directly impact customer experience.