Senior 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 looking for a motivated and customer-focused professional to join our team as a Senior Customer Specialist. In this role, you will be the first point of contact for prospective customers, handling incoming calls and chats, assigning sales tickets, and ensuring timely follow-ups with account managers. You will also contribute to maintaining data accuracy and supporting the overall sales process.

Key Responsibilities:

• Handle incoming calls and chats from prospective customers, ensuring timely responses within defined SLA timelines.
  

• Understand the prospect's needs by asking relevant questions and identifying opportunities for sales engagement.
  

• Assign sales-related tickets to the appropriate POC and follow up with Account Managers to ensure closure within the SLA.
  

• Gain in-depth knowledge of all Freshworks products and services.
  

• Accurately log all customer interactions in the phone system and CRM tools.
  

• Ensure database accuracy and cleanliness through regular maintenance and updates.
  

• Collaborate with colleagues and managers to resolve customer issues and find the best solutions.
  

As an IC2 agent, identify team-level challenges and actively contribute ideas for process improvements and operational efficiency.

Qualifications

• A Bachelor’s or Master’s degree in any discipline.
  

• 4 to 6 years of experience in sales or customer support roles.
  

• Excellent verbal and written communication skills.
  

• Strong drive and persistence to engage with potential customers.
  

• A collaborative team player with a flexible approach to work schedules/shifts.
  

• Proficiency in Microsoft Office tools.
  

Additional Information

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.