Key Responsibilities

1. Customer Support

- Respond to customer queries through WhatsApp, phone, email, and other support channels.
- Understand customer problems clearly and provide appropriate solutions.
- Guide customers through registration, onboarding, payments, dashboard usage, and other platform processes.
- Follow up with customers where required and ensure issues are actually closed.
- Escalate technical or operational issues to the appropriate internal team.
- Maintain a professional, helpful, and solution-oriented communication style.
- Handle difficult or frustrated customers calmly and professionally.

2. Backend Operations

- Manage customer information and operational data in internal systems.
- Verify registrations, payments, subscriptions, orders, documents, and other customer-related information.
- Update CRM, spreadsheets, dashboards, and internal systems accurately.
- Monitor customer onboarding and identify cases that are stuck or incomplete.
- Ensure that required customer information and operational records are complete and accurate.
- Perform routine backend checks and follow established SOPs.

3. Platform / Dashboard Operations

- Work with Kamashiv / NEXUS dashboards and internal tools.
- Monitor customer activity and identify operational issues.
- Perform basic troubleshooting before escalating a problem.
- Reproduce straightforward issues and provide clear information to the technical team.
- Test fixes or new features from a user's perspective when required.
- Report bugs with proper screenshots, steps, and relevant customer information.

4. Follow-ups & Coordination

- Coordinate between customers, sales,



operations, and the technical/development team.
- Maintain follow-up lists and ensure no customer request is missed.
- Track pending issues until resolution.
- Follow up on incomplete registrations, payments, onboarding, documents, or other customer actions.
- Maintain accurate status updates in the relevant system.

5. Reporting

- Prepare daily/weekly operational reports when required.
- Maintain records of customer queries, complaints, pending cases, and resolutions.
- Identify recurring customer problems and communicate them to management.
- Highlight unusual or urgent issues immediately.
- What We Are Looking ForEssential SkillsGood spoken and written English.
- Good communication and interpersonal skills.
- Comfortable communicating with customers over WhatsApp and phone.
- Good computer skills and familiarity with web-based applications.
- Comfortable working with Excel / Google Sheets.
- Ability to learn new software and dashboards quickly.
- Strong attention to detail.
- Ability to follow processes and SOPs accurately.
- Good follow-up and task-management skills.
- Ability to work independently without constant supervision.

Preferred Skills / Experience with any of the following will be an advantage:

- CRM systems




- Customer support platforms
- WhatsApp Business / WhatsApp API
- SaaS products
- Payment gateways such as Razorpay
- WordPress / website administration
- Basic understanding of APIs or technical troubleshooting
- Digital marketing platforms
- AI tools / ChatGPT
- Ticketing systems
- Google Workspace

Technical knowledge is not mandatory, but the candidate should be comfortable learning technology and troubleshooting basic issues.

The Ideal CandidateWe are looking for someone who:

- Takes ownership instead of simply forwarding problems.
- Does not need to be reminded repeatedly about pending work.
- Is comfortable learning new systems.
- Can distinguish between a customer problem and a technical bug.
- Can investigate a problem before escalating it.
- Keeps accurate records.
- Communicates clearly and professionally.
- Is comfortable handling multiple customers/tasks simultaneously.
- Is reliable, organized, and detail-oriented.
- Has a "find a solution" mindset.

A Typical Day May Include: Your day could involve:

- Answering customer queries on WhatsApp.
- Helping a new customer complete onboarding.
- Checking whether a payment/subscription has been correctly activated.
- Updating customer information in the CRM.
- Checking why a customer's website or dashboard isn't behaving correctly.
- Collecting screenshots/details and raising a technical issue.
- Following up with the development team.
- Informing the customer when the issue is resolved.
- Checking pending customer cases.
- Preparing an end-of-day status report.

📌 Customer Support Executive (Navi Mumbai)
🏢 Siddhraaj Enterprises
📍 Navi Mumbai