Job Summary

We are looking for a highly motivated and customer-focused Customer Engagement Specialist to manage inbound and outbound customer communications, respond to inquiries, and facilitate onboarding processes. In this role, you will serve as the primary point of contact for customers, ensuring timely and accurate responses to their questions and concerns. You will play a critical role in delivering exceptional service through phone and email communication while ensuring smooth onboarding experiences and accurate record management.

PRIMARY DUTIES & RESPONSIBILITIES:​

Customer Communication

- Inbound/Outbound Calls: Handle customer calls with professionalism and efficiency, addressing inquiries, providing updates, and resolving concerns in a timely manner.
- Email Communication: Respond to and initiate email correspondence with customers, ensuring clear, accurate, and qualified messaging.
- Customer Inquiry Management: Serve as the first point of contact for customer inquiries related to onboarding, documentation, and account status, ensuring questions are addressed thoroughly and promptly.
- Customer Updates: Proactively communicate with customers to provide status updates on onboarding records, documentation, and account-related matters.

Onboarding Support

- Onboarding Record Assistance: Collaborate with internal teams to ensure onboarding records are accurate, complete, and aligned with customer expectations.
- Documentation Guidance: Assist customers in submitting required documents by providing clear instructions and resolving any issues related to missing or incomplete information.
- Customer Follow-Up: Conduct follow-ups with customers to ensure all onboarding requirements are met within the timeline.

Operational Excellence

- Documentation and Recordkeeping: Accurately document customer interactions, inquiries,



and resolutions in internal systems to ensure transparency and maintain up-to-date records.
- Process Adherence: Follow established workflows and procedures for handling inbound and outbound communications, inquiries, and onboarding-related tasks.
- Collaboration: Partner with internal teams, including Customer Engagement Coordinators and Managers, to escalate complex issues and ensure resolution.

Other duties and responsibilities as assigned ​

Qualifications:

- Experience:
- 1+ years of experience in a customer-facing role, such as customer service, account management, or call center operations.
- Experience with inbound and outbound communication, including phone and email correspondence.

- Skills:
- Strong verbal and written communication skills with a focus on clarity and professionalism.
- Exceptional listening and problem-solving skills to address customer needs effectively.
- Strong organizational and time management abilities, with the capacity to manage multiple tasks simultaneously.
- Proficiency in customer relationship management (CRM) systems and email communication tools.

- Interpersonal Attributes:
- A customer-first mindset with a commitment to providing high-quality service.
- Ability to remain calm and solution-oriented in high-pressure situations.
- Team player who thrives in a collaborative environment.

Preferred Qualifications:

- Experience in regulated industries such as healthcare, pharmaceuticals, or logistics is a plus.
- Familiarity with onboarding workflows, record management, or compliance processes is desirable.

. Bachelor's degree in business, information systems, operations, or a related field, or equivalent experience required. Less than 2 years of experience in customer onboarding, implementation, customer success operations, or a closely related process-driven role, or a related field required. Certification in customer experience, customer service, CRM platforms, onboarding, training, or process improvement preferred.

📌 Customer Engagement Specialist (Pune)
🏢 MWI Buying Group
📍 Pune