Customer Success Specialist (Female)

InstaCare Technologies is seeking a Female Customer Success Specialist for an onsite (office-based) role. You will manage clients through virtual onboarding, online training, and digital communication. This position does not require any client visits or in-person meetings; all client interactions will be conducted via calls, video meetings, email, and WhatsApp.

Client Onboarding & Virtual Training

• Manage end-to-end client onboarding from the office.
• Conduct online training sessions via Zoom/Google Meet.
• Provide virtual product demos and walkthroughs.
• Ensure smooth system setup and client activation.

Customer Relationship Management

• Act as the primary contact for assigned clients.
• Maintain strong client relationships through calls, emails, and WhatsApp.
• Perform regular virtual follow-ups to ensure satisfaction and usage.

Support Resolution & Issue Handling

• Receive and log customer issues in CRM/ticketing systems.
• Coordinate with Tech, QA, Operations, and Finance teams for resolution.
• Keep clients informed about progress until closure.

Customer Retention & Engagement

• Identify at-risk clients and take proactive retention actions.
• Encourage product adoption and feature usage.
• Conduct virtual account reviews and feedback sessions.

Performance Tracking & Reporting

• Track CSAT, NPS, renewals, and churn metrics.
• Maintain accurate CRM records and reports.
• Share insights with management for service improvement.

Cross-Functional Collaboration

• Work closely with Sales, Product, Marketing, and QA teams.
• Provide structured client feedback for product enhancements.

Upselling & Cross-Selling (Virtual)

• Identify upsell and upgrade opportunities.
• Coordinate with Sales for renewals and online discussions.

Quality Assurance (QA) Responsibilities

• Test features and configurations before client go-live.
• Participate in UAT and report bugs or usability issues.
• Monitor client tickets and ensure quality standards.

Requirements

• Female candidates only.
• Bachelor’s degree or relevant professional experience.
• Strong communication and coordination skills.
• Comfortable with online meetings and virtual trainings.
• Familiarity with CRM tools and support workflows.
• Detail-oriented with a customer-first mindset.

Important Note

• This is a work-from-office (onsite) position at InstaCare.
• No client visits or physical meetings are required.
• All client interactions are handled online.

Job Type: Full-time

Pay: Rs50,000.00 - Rs60,000.00 per month

Work Location: In person