Work Mode - Hybrid (Maximum From Home)

Location - Kolkata

Key Responsibilities

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Client Relationship Management:

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Serve as the main point of contact for assigned clients, building and maintaining strong, long-term relationships.

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Understand client requirements and expectations, ensuring services are delivered on time and to specification.

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Proactively identify opportunities to improve client satisfaction and loyalty.

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Resolve any client queries or concerns in a timely and professional manner.

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Operational Support:

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Coordinate with internal departments (e.g., Sales, Finance, HR) to ensure the seamless execution of client projects or services.

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Oversee the day-to-day operations related to client accounts, ensuring all processes are followed accurately and efficiently.

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Monitor project timelines, deliverables, and resources to ensure client expectations are met.

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Manage and track client-specific operational KPIs, reporting on performance and suggesting improvements.

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Client Onboarding & Documentation:

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Assist in the onboarding process for new clients, ensuring all documentation, contracts, and agreements are in place and correctly handled.

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Maintain comprehensive records of client interactions, transactions, and feedback.

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Problem Solving & Escalation:

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Identify potential operational challenges or bottlenecks and work with relevant teams to find quick solutions.

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Escalate critical issues to senior management when necessary and ensure a prompt resolution.

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Actively monitor client feedback and escalate unresolved issues to appropriate channels.

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Process Improvement:

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Suggest and implement improvements in internal processes and client service protocols to increase efficiency and client satisfaction.

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Participate in the development and optimization of operational strategies to support client goals and objectives.

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Experience:

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2-4 years of experience in operations or client-facing roles, preferably in a service-oriented or B2B environment.

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Experience in managing client relationships, handling client inquiries, and providing high-level customer service.

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Skills & Competencies:

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Excellent communication skills, both written and verbal, with the ability to communicate effectively with clients and internal teams.

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Strong organizational and time-management skills, with the ability to prioritize tasks and meet deadlines.

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Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and experience with CRM software (Salesforce, HubSpot, etc.).

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Ability to handle multiple client accounts and projects simultaneously.

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Problem-solving skills with a customer-focused mindset.

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Personal Attributes:

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Detail-oriented with a proactive approach to work.

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Strong interpersonal skills and the ability to work collaboratively in a team environment.

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Ability to thrive in a fast-paced, dynamic work environment.