Customer Onboarding & Support Executive

Organizational Overview:

• Yanolja Cloud Solution Pvt. Ltd. (YCS), is a global end-to-end hospitality technology provider specializing in solutions for small and medium-sized accommodation businesses.
• With more than 480+ Team members and 20+ years of experience, YCS currently has 40,000+ customers in over 170 countries, with 50+ supported languages in our software, and a 24/7 support network to match.
• We have a Local team in 15+ countries including India, Thailand, Indonesia, Philippines, Sri Lanka, South Africa, Tanzania, Uganda, USA, Mexico, and counting.

Roles & Responsibilities

• Coordinate the onboarding process for new clients, ensuring a smooth and efficient transition onto our platform.
• Conduct in-depth needs analysis with clients to understand their requirements and customize solutions accordingly.
• Provide comprehensive training to clients on using our products and services effectively.
• Respond to client inquiries promptly and resolve issues to ensure high levels of customer satisfaction.
• Build strong relationships with clients, becoming a trusted advisor for their ongoing needs.
• Maintain an in-depth understanding of our products and services to offer expert advice and support.
• Actively gather client feedback and communicate insights to the product and development teams for continuous improvement.
• Troubleshoot technical issues faced by clients and collaborate with the technical team to provide effective solutions.
• Maintain accurate records of client interactions, issues, and resolutions in the CRM system.

Requirements:

• Bachelor's degree, Technical Degree shall be preferred.

• Minimum of 2 years in a customer-facing role, such as customer support, account management, or client onboarding.

• Must have Laptop and a proper Internet connection

• Should read, write, and speak English and Should know fluent Telugu language.

• Strong technical acumen to understand software products and effectively troubleshoot issues.

• A passion for delivering exceptional customer service and building lasting relationships.

• Proven ability to identify, analyze, and resolve problems in a timely manner.

• Ability to work in a dynamic and fast-paced environment, adjusting to changing client needs.

• Ability to collaborate effectively with cross-functional teams.

• Experience working in the hospitality industry, hotel tech companies, and OTA companies is preferred.