Customer Onboarding Executive - Voice / Blended

Customer Success & Onboarding Executive — Job Description

Position Overview

The Customer Success & Onboarding Executive will be responsible for ensuring smooth onboarding of new customers (B2B & B2C), managing relationship post-sale, ensuring service satisfaction, renewals, and resolving escalations. This role acts as the bridge between customers, technicians, and the internal operations team.

Key Responsibilities

1. Customer Onboarding & Activation

Coordinate new customer onboarding for RO Rentals, AMC services, CCTV installations, repairs, and corporate clients.

Schedule installation & service visits with technicians.

Ensure customer data, KYC, agreements, and billing details are accurately recorded.

Educate customers about service terms, recurring payments, warranty, and support process.

2. Customer Success & Relationship Management

Maintain customer satisfaction through regular follow-ups and feedback collection.

Handle escalations related to service quality, AMCs, rentals, payments, and technician performance.

Build and maintain long-term relationships to increase renewals and referrals.

3. Coordination with Technicians & Operations

Assign jobs to technicians through CRM/WhatsApp/Telephony.

Track resolution time, follow SLAs, and ensure customer commitments are fulfilled.

Maintain installation/service completion reports and documentation.

4. Billing & Renewals

Coordinate AMC renewals, rental extensions, and subscription billing.

Follow up for payment reminders (including recurring payments for RO rental).

Generate invoices, receipts, and agreements (digital or physical).

5. Customer Experience & Feedback

Take NPS/CSAT feedback from customers after resolution or onboarding.

Identify areas of improvement in workflow, CX, and technical service delivery.

Requirements

Excellent communication skills (Hindi/English).

Experience in customer support/sales/service coordination is a plus.

Strong data management and CRM usage skills.

Ability to multitask between customers, technicians, and internal teams.

Problem-solving attitude and escalation handling capability.

Basic technical understanding of RO, AC, CCTV, AMC models (training will be provided).