Customer Service Representative

We are looking for dynamic professionals for the Customer Onboarding Team who will be responsible for managing the end-to-end onboarding lifecycle, starting from initial client interaction to successful delivery and formal handover to the Project Management team.

This role is critical as the individual will act as the first point of contact and face of the company for the client, ensuring excellent communication, seamless coordination, and high customer satisfaction.

Depending on experience, the candidate will either support onboarding activities or own the complete onboarding lifecycle and governance.

Customer Onboarding / Service Delivery

Project Manager / Delivery Lead

Nashik

ROLES AND RESPONSIBILITIES

1. Client Communication & Engagement (Primary Responsibility)

Act as the first point of contact for clients during onboarding

Ensure clear, professional, and timely communication

Conduct onboarding discussions, gather requirements, and manage expectations

Provide regular updates on onboarding progress, issues, and timelines

Build and maintain strong client relationships

Arrange and coordinate meetings with clients as per requirements, including onboarding discussions, status reviews, and issue resolution calls

Coordinate with internal technical teams (Infrastructure, Network, Security, etc.) to ensure the right stakeholders are aligned for onboarding activities

Ensure availability of technical teams during onboarding phases and critical discussions

Proactively identify, track, and drive resolution of onboarding challenges/issues by coordinating with relevant teams

Act as a bridge between client and internal teams to ensure quick resolution and clarity

Ensure all onboarding activities are executed within defined SLA timelines and highlight any risks or delays in advance

Maintain high customer satisfaction by ensuring smooth communication and timely delivery

2. Technical Understanding & Issue Handling

Possess working knowledge of:

Linux & Windows systems

Networking basics (IP, DNS, connectivity)

Server, virtualization, and infrastructure concepts

Understand client issues at a high level and ensure proper routing/resolution

Able to Validate solution implementation and configurations

3. Documentation & Quality Control

Maintain onboarding documentation, checklists, and records

Ensure all project-related information is properly documented and up to date

Prepare reports on delivery status, SLA adherence, and risks

Verify and validate all contractual and commercial documents, including:

SLA agreements

Contracts / MSA

Purchase Orders (PO)

Work Orders (WO)

Any supporting or compliance-related documents

Ensure all onboarding activities are aligned with agreed contractual scope and SLAs

Highlight any scope gaps, ambiguities, or risks based on contract/SLA review

Maintain a centralized repository of all project and client documentation for audit and reference purposes

Ensure documentation is audit-ready and compliant with internal and client requirements

Coordinate with internal teams to ensure accurate documentation of configurations, access details, and deliverables

Support preparation of handover documents for smooth transition to the Project Management team

4. Onboarding Planning & Execution

Support or own onboarding lifecycle from kick-off to completion

Define onboarding plan, milestones, and timelines (for experienced candidates)

Ensure services are delivered as per agreed scope and SLA

5. Internal Coordination & Delivery Tracking

Coordinate with cross-functional teams (Infrastructure, Network, Security, Support)

Track tasks, dependencies, and timelines

Ensure timely completion of onboarding activities

Highlight risks, delays, and escalations proactively Prepare periodic reports on delivery status, SLA adherence, and risks.

6. Ticketing & Process Adherence

Create and manage tickets in ITSM tools

Ensure proper updates, tracking, and closure of all activities

Follow ITIL-based processes (Incident, Change, Service Requests)

7. Shift & Availability

Open to working in 24x7 rotational shifts

Flexible to extend support during critical incidents or escalations

7. Handover to Project Management Team (Critical Responsibility)

Ensure complete and structured transition post-onboarding

Prepare and validate:

Configuration and asset details

Access and environment information

KT (Knowledge Transfer) documents

Conduct formal handover sessions with Project Management team

Ensure handover sign-off from all stakeholders

8. Continuous Improvement & Learning

Identify gaps in onboarding processes and suggest improvements

Contribute to process standardization and automation initiatives

Participate in training and skill enhancement programs