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    Customer Success Representative - Chennai, India - Verifitech Services - India

    Verifitech Services - India
    Verifitech Services - India Chennai, India

    4 days ago

    Default job background
    Full time
    Description

    Key Responsibilities:

    Client Onboarding and Orientation:

    • Guide new clients through the onboarding process, explaining our services and procedures.
    • Conduct orientation sessions to familiarize clients with our background verification processes and online platforms.

    Proactive Client Support:

    • Act as the main point of contact for clients, responding to inquiries and addressing their concerns promptly and professionally.
    • Proactively reach out to clients to check on their satisfaction, identify any issues, and offer assistance.

    Account Management:

    • Develop a deep understanding of each client's unique needs, requirements, and expectations.
    • Regularly engage with clients to provide updates on the progress of their verification requests.

    Issue Resolution:

    • Troubleshoot and resolve any client-related issues or complaints efficiently and effectively.
    • Collaborate with internal teams, such as operations and quality assurance, to ensure timely resolution of client concerns.

    Upselling and Cross-Selling:

    • Identify opportunities to upsell additional services or products that align with clients' needs and enhance their verification process.

    Customer Feedback and Insights:

    • Gather feedback from clients on our services and relay valuable insights to the management team for process improvement.

    Customer Success Metrics:

    • Monitor and track customer success metrics, such as customer satisfaction scores, renewal rates, and customer retention.

    Renewals and Contract Management:

    • Work towards client contract renewals by demonstrating the value of our services and maintaining strong client relationships.

    Training and Support:

    • Provide training and support to clients on using our online platforms and tools effectively.

    Skills and Qualifications:

    • Bachelor's degree in Business Administration, Communication, or a related field (or equivalent experience).
    • Previous experience in customer success, account management, or customer support roles is preferred.
    • Excellent communication and interpersonal skills.
    • Strong problem-solving abilities and the capacity to handle difficult client situations with tact and empathy.
    • Ability to build and maintain positive, long-lasting client relationships.
    • Detail-oriented and well-organized to manage multiple client accounts simultaneously.
    • Familiarity with background verification processes and related compliance regulations is a plus.
    • Proficiency in using customer relationship management (CRM) software and other relevant tools.
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