Senior Customer Specialist
Senior Customer Specialist
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Job Description
We are looking for a motivated and customer-focused professional to join our team as a Senior Customer Specialist. In this role you will be the first point of contact for prospective customers handling incoming calls and chats assigning sales tickets and ensuring timely follow-ups with account managers. You will also contribute to maintaining data accuracy and supporting the overall sales process.
Key Responsibilities:
Handle incoming calls and chats from prospective customers ensuring timely responses within defined SLA timelines.
Understand the prospects needs by asking relevant questions and identifying opportunities for sales engagement.
Assign sales-related tickets to the appropriate POC and follow up with Account Managers to ensure closure within the SLA.
Gain in-depth knowledge of all Freshworks products and services.
Accurately log all customer interactions in the phone system and CRM tools.
Ensure database accuracy and cleanliness through regular maintenance and updates.
Collaborate with colleagues and managers to resolve customer issues and find the best solutions.
As an IC2 agent identify team-level challenges and actively contribute ideas for process improvements and operational efficiency.
Qualifications :
A Bachelors or Masters degree in any discipline.
4 to 6 years of experience in sales or customer support roles.
Excellent verbal and written communication skills.
Strong drive and persistence to engage with potential customers.
A collaborative team player with a flexible approach to work schedules/shifts.
Proficiency in Microsoft Office tools.
Additional Information :
At Freshworks we are creating a global workplace that enables everyone to find their true potential purpose and passion irrespective of their background gender race sexual orientation religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant richer work environment that advances the goals of our employees communities and the business.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
