Customer Service Representative

Job Description

You will be joining the Customer Onboarding Team as a dynamic professional, responsible for managing the end-to-end onboarding lifecycle. Your role will involve handling initial client interactions, ensuring seamless coordination, and achieving high customer satisfaction. Depending on your experience, you may be supporting onboarding activities or overseeing the complete onboarding lifecycle and governance.**Key Responsibilities:**- Act as the first point of contact for clients during onboarding- Ensure clear, professional, and timely communication with clients- Conduct onboarding discussions, gather requirements, and manage expectations- Provide regular updates on onboarding progress, issues, and timelines- Build and maintain strong client relationships- Coordinate meetings with clients and internal technical teams- Proactively identify and resolve onboarding challenges/issues- Maintain high customer satisfaction by ensuring smooth communication and timely delivery- Possess working knowledge of Linux & Windows systems, networking basics, server concepts, virtualization, and infrastructure- Understand client issues and ensure proper routing/resolution- Validate solution implementation and configurations- Maintain onboarding documentation, checklists, and records- Prepare reports on delivery status, SLA adherence, and risks- Verify and validate all contractual and commercial documents- Ensure all onboarding activities are aligned with agreed contractual scope and SLAs- Maintain a centralized repository of all project and client documentation- Support preparation of handover documents for the Project Management team- Define onboarding plan, milestones, and timelines- Ensure services are delivered as per agreed scope and SLA- Coordinate with cross-functional teams- Track tasks, dependencies, and timelines- Prepare periodic reports on delivery status, SLA adherence, and risks- Create and manage tickets in ITSM tools- Ensure proper updates, tracking, and closure of all activities- Follow ITIL-based processes- Open to working in 24x7 rotational shifts- Flexible to extend support during critical incidents or escalations- Ensure structured transition post-onboarding- Prepare and validate configuration and asset details, access and environment information, KT documents- Conduct formal handover sessions with Project Management team- Ensure handover sign-off from all stakeholders- Identify gaps in onboarding processes and suggest improvements- Contribute to process standardization and automation initiatives- Participate in training and skill enhancement programs You will be joining the Customer Onboarding Team as a dynamic professional, responsible for managing the end-to-end onboarding lifecycle. Your role will involve handling initial client interactions, ensuring seamless coordination, and achieving high customer satisfaction. Depending on your experience, you may be supporting onboarding activities or overseeing the complete onboarding lifecycle and governance.**Key Responsibilities:**- Act as the first point of contact for clients during onboarding- Ensure clear, professional, and timely communication with clients- Conduct onboarding discussions, gather requirements, and manage expectations- Provide regular updates on onboarding progress, issues, and timelines- Build and maintain strong client relationships- Coordinate meetings with clients and internal technical teams- Proactively identify and resolve onboarding challenges/issues- Maintain high customer satisfaction by ensuring smooth communication and timely delivery- Possess working knowledge of Linux & Windows systems, networking basics, server concepts, virtualization, and infrastructure- Understand client issues and ensure proper routing/resolution- Validate solution implementation and configurations- Maintain onboarding documentation, checklists, and records- Prepare reports on delivery status, SLA adherence, and risks- Verify and validate all contractual and commercial documents- Ensure all onboarding activities are aligned with agreed contractual scope and SLAs- Maintain a centralized repository of all project and client documentation- Support preparation of handover documents for the Project Management team- Define onboarding plan, milestones, and timelines- Ensure services are delivered as per agreed scope and SLA- Coordinate with cross-functional teams- Track tasks, dependencies, and timelines- Prepare periodic reports on delivery status, SLA adherence, and risks- Create and manage tickets in ITSM tools- Ensure proper updates, tracking, and closure of all activities- Follow ITIL-based processes- Open to working in 24x7 rotational shifts- Flexible to extend support during critical incidents or escalations- Ensure structured transition post-onboarding- Prepare and validate configuration and asset details, access and environment information, KT documents- Conduct formal

Keyskills :
Client CommunicationClient EngagementOnboardingProject ManagementDocumentationQuality ControlExecutionTicketingShift ManagementContinuous ImprovementLearningTechnical UnderstandingIssue HandlingOnboarding PlanningInternal CoordinationDelive