After-Sales Executive

The After-Sales Executive is responsible for supporting customer engagement and satisfaction post-sales, with a focus on program-based tasks. This role ensures smooth product onboarding, addresses customer inquiries, and builds long-term relationships with users. You will act as the main point of contact for resolving issues, driving product usage, and maintaining high customer retention within specific programs or initiatives.A key success factor in this role is a strong passion for mastering the product, its features, and its value proposition to effectively serve customers and contribute to program success. Key Responsibilities Customer Support & Engagement • Assist in managing customer inquiries through various channels, including WhatsApp, email, calls, and in-app messages. • Provide expert guidance to users, demonstrating a comprehensive understanding of the product’s features and benefits to ensure successful adoption. • Ensure timely resolution of technical or operational issues that customers face, while maintaining a program-focused approach. Onboarding & Activation • Assist in onboarding new merchants and users, ensuring they are aligned with program goals and familiar with all relevant product features. • Support the execution of onboarding programs, including training sessions or introductory classes tailored to program-specific needs. Program-Centric Relationship Management • Cultivate strong relationships with customers, ensuring their active engagement and success within assigned programs. • Collect and analyze user feedback to identify program improvements and escalate critical issues to the appropriate teams. • Advocate for the product’s value by tailoring recommendations to users' unique business needs and program goals. Product Expertise & Advocacy • Develop and maintain an in-depth understanding of the product, including its latest features, updates, and industry applications. • Act as a product ambassador by effectively communicating its capabilities to both users and internal stakeholders. • Identify opportunities to promote underutilized features and align them with users' objectives to maximize value delivery. Reporting & Analysis • Maintain accurate and detailed records of customer interactions and program participation. • Generate actionable reports on customer engagement, feedback trends, and program performance to support continuous improvement efforts. Collaboration & Team Support • Partner with cross-functional teams, including sales, marketing, and product development, to ensure seamless program delivery and support. • Contribute to the development of tailored training materials and resources to enhance user understanding and engagement. Qualifications • Business Administration, Marketing, or related fields (preferred). • Excellent communication and interpersonal skills. • Strong problem-solving abilities and a customer-first attitude. • Familiarity with CRM tools and communication platforms (e.g., WhatsApp, email, or in-app messaging ) is an advantage. Key Competencies • 1-2 years of experience in customer service or after-sales support, preferably with a background in app support or SaaS/Fintech products. • Exceptional customer service orientation with a focus on program-based delivery. • Passion for acquiring and applying deep product knowledge. • Strong organizational skills with the ability to prioritize and multitask effectively. • Analytical mindset for assessing program performance and identifying areas for improvement. • Collaborative team player who can engage across departments to achieve shared goals. Professional and proactive approach to addressing customer challenges and opportunities. Additional Requirements • Demonstrated ability to work independently and manage program-specific tasks efficiently. • A strong drive for continuous learning and professional development to enhance customer support excellence.