Customer Onboarding Specialist / Implementation Specialist
Job Description
We are looking for an experienced, service-oriented, eager-to-grow individual who ensures customers are always set up for success (onboarding). You should be enthusiastic, customer-oriented, and endeavor to create memorable, unique, one-of-a-kind customer journeys with JustLogin. Having knowledge of HR processes (across Southeast Asia) and an understanding of SaaS/Cloud-based solutions will be an advantage.
Job Duties
Customer Onboarding:
- Assist new customers with the onboarding process, ensuring a smooth transition to our platform.
- Provide training and guidance on software features and best practices.
Feedback and Insights:
- Gather customer feedback to identify areas for improvement and relay this information to relevant teams.
- Collaborate with product and development teams to enhance user experience based on customer input.
Documentation and Reporting:
- Maintain detailed records of customer interactions and support issues in our CRM system.
- Prepare reports on common inquiries, support trends, and customer satisfaction.
Relationship Building:
- Foster strong relationships with customers to understand their needs and enhance loyalty.
- Act as a customer advocate within the company, ensuring their voices are heard.
Create Help Center FAQs and Knowledge Articles
- Perform any other activities as assigned by Team Lead
Job Requirements
- Diploma/Degree preferably in computer science, software engineering, or any IT-related course
- 1-2 year's experience working in customer support or customer success, technical support, client onboarding, professional services, preferably in the SaaS or HRMS industry.
- Active listening and excellent Soft Skills
- It would be a plus point with HRDF Certification
- Cantonese speaking skills are also a plus, especially for Hong Kong clients
- Familiarity with CRM software and customer support tools.
- Experience with Salesforce.com / Zendesk / Microsoft Teams / Zoom will be an advantage
- Proficiency in multi-tasking and good time management
- Strong communication and interpersonal skills, with a focus on customer service.
- Problem-solving abilities and a proactive approach to addressing customer needs.
- Ability to work independently and collaboratively in a fast-paced environment.
Job Description
We are looking for an experienced, service-oriented, eager-to-grow individual who ensures customers are always set up for success (onboarding). You should be enthusiastic, customer-oriented, and endeavor to create memorable, unique, one-of-a-kind customer journeys with JustLogin. Having knowledge of HR processes (across Southeast Asia) and an understanding of SaaS/Cloud-based solutions will be an advantage.
Job Duties
Customer Onboarding:
- Assist new customers with the onboarding process, ensuring a smooth transition to our platform.
- Provide training and guidance on software features and best practices.
Feedback and Insights:
- Gather customer feedback to identify areas for improvement and relay this information to relevant teams.
- Collaborate with product and development teams to enhance user experience based on customer input.
Documentation and Reporting:
- Maintain detailed records of customer interactions and support issues in our CRM system.
- Prepare reports on common inquiries, support trends, and customer satisfaction.
Relationship Building:
- Foster strong relationships with customers to understand their needs and enhance loyalty.
- Act as a customer advocate within the company, ensuring their voices are heard.
Create Help Center FAQs and Knowledge Articles
- Perform any other activities as assigned by Team Lead
Job Requirements
- Diploma/Degree preferably in computer science, software engineering, or any IT-related course
- 1-2 year's experience working in customer support or customer success, technical support, client onboarding, professional services, preferably in the SaaS or HRMS industry.
- Active listening and excellent Soft Skills
- It would be a plus point with HRDF Certification
- Cantonese speaking skills are also a plus, especially for Hong Kong clients
- Familiarity with CRM software and customer support tools.
- Experience with Salesforce.com / Zendesk / Microsoft Teams / Zoom will be an advantage
- Proficiency in multi-tasking and good time management
- Strong communication and interpersonal skills, with a focus on customer service.
- Problem-solving abilities and a proactive approach to addressing customer needs.
- Ability to work independently and collaboratively in a fast-paced environment.