Customer Specialist

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

We are seeking a dynamic and customer-focused Customer Specialist to be the first point of contact for our prospective customers. Based in our Chennai office, you will play a critical role on the front lines of our sales process, acting as a vital link between inbound interest and our sales team. In this role, you will be responsible for engaging with potential clients, qualifying their needs, and ensuring a seamless handover to the right sales representatives. If you are a motivated individual with a passion for technology and a talent for communication, this is an excellent opportunity to join a high-growth company and make a direct impact on our success.

Roles & Responsibilities

• Frontline Customer Engagement: Act as the first point of contact for prospective customers, managing all inbound calls and chats promptly and professionally while adhering to strict Service Level Agreements (SLAs).

• Lead Qualification and Routing: Skillfully identify the needs of each prospect, ask clarifying questions to understand their requirements, and determine if there are immediate, qualified opportunities for a sales engagement.

• Sales Team Coordination: Accurately assign qualified leads and support tickets to the appropriate sales team members. Proactively follow up with Account Managers to ensure timely responses and ticket closure within defined SLAs.

• Data and CRM Management: Maintain meticulous and accurate records of all customer interactions and activities within our CRM and telephony systems. Actively contribute to database hygiene through regular cleanup and maintenance.

• Product Expertise: Build and continuously deepen your knowledge of the entire Freshworks product suite to effectively address customer queries and identify potential use cases.

• Collaborative Problem-Solving: Liaise effectively with colleagues, team leads, and managers to troubleshoot customer issues and collaboratively find the best solutions.

Required:

• Education: A Bachelor's degree in any discipline.

• Experience: 1 to 4 years of professional experience in a customer-facing role such as inside sales, business development, or customer support.

• Communication: Strong verbal and written communication skills, with the ability to articulate information clearly and concisely.

• Work Schedule: Must have the willingness and ability to work in night shifts to support global customers and business needs.

• Technical Aptitude: Proficiency in the Microsoft Office suite.

Preferred:

• Industry Experience: Prior work experience in a SaaS product company, especially in domains relevant to the Freshworks suite of products (e.g., CRM, ITSM, Customer Support).

• Performance Track Record: A proven and consistent history of meeting or overachieving performance targets and KPIs.

• CRM Experience: Hands-on experience using CRM software for lead and customer management.

Skill Inventory

Professional & Soft Skills

• Customer Engagement: The ability to build rapport quickly and manage professional conversations via phone and chat.

• Active Listening: Skill in hearing and understanding a customer's core needs beyond their initial questions.

• Resilience & Perseverance: A strong drive to engage with a high volume of prospects and maintain a positive, goal-oriented attitude.

• Teamwork & Collaboration: The capacity to work effectively with peers and sales teams to achieve common goals.

• Time Management & Organization: Excellent organizational skills to manage multiple tasks, from live chats to CRM updates, without sacrificing quality.

• Problem-Solving: A proactive approach to identifying customer issues and finding the most efficient path to a solution.

Technical & Functional Skills

• Lead Qualification: The ability to systematically assess inquiries to determine sales-readiness based on defined criteria.

• CRM Management: Proficiency in maintaining accurate records, tracking activities, and ensuring data integrity within a CRM system.

• SLA Adherence: A disciplined approach to managing tasks and response times according to predefined service levels.

• Product Knowledge: The ability to quickly learn and articulate the features and benefits of a complex software suite.

• Communication Protocol: Expertise in professional communication etiquette for both phone calls and written chats.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.