Customer Success Agent

Job Summary:

The Customer Success Agent is responsible for ensuring customer satisfaction, retention, and success by providing excellent post-sales support and maintaining strong client relationships. This role involves understanding customer needs, resolving issues efficiently, and ensuring customers gain maximum value from the company’s products or services.

Key Responsibilities:

• Customer Support & Communication
• Act as the primary point of contact for customers via phone, email, or chat.
• Respond promptly to customer inquiries and resolve issues efficiently.
• Provide product guidance, training, and troubleshooting assistance.
• Customer Onboarding
• Assist new customers in setting up and using the platform or service.
• Ensure smooth onboarding by providing necessary documentation and demos.
• Follow up to ensure successful adoption and satisfaction.
• Customer Retention & Relationship Management
• Build long-term relationships with customers to encourage loyalty and renewal.
• Identify at-risk customers and take proactive steps to improve their experience.
• Gather customer feedback and share insights with the product and development teams.
• Performance Monitoring & Reporting
• Track customer usage and engagement metrics to ensure product value realization.
• Maintain detailed records of customer interactions and issues in CRM tools.
• Prepare and share reports on customer satisfaction and support metrics.
• Collaboration & Process Improvement
• Collaborate with sales, technical, and product teams to resolve customer concerns.
• Contribute to knowledge base articles and process documentation.
• Suggest improvements to enhance the customer experience.

Key Skills & Competencies:

• Excellent communication and interpersonal skills
• Strong problem-solving and analytical abilities
• Patience and empathy in handling customer concerns
• Proficiency in CRM and support tools (e.g., HubSpot, Zendesk, Freshdesk)
• Ability to multitask and manage time effectively
• Understanding of SaaS or technology-based products (preferred)

Qualifications:

• Bachelor’s degree in Business, Marketing, IT, or related field
• 1–3 years of experience in customer success, client support, or account management
• Experience in SaaS or tech-based customer service preferred

Job Type: Full-time

Pay: Rs40,000.00 - Rs50,000.00 per month

Work Location: In person