Customer Service Representative

Customer Service Representative – BC Step

Company: Unisteps IT Solutions
Product: BC Step – Business Operating Network (BON)
Location: Mumbai
Employment Type: Full-time
Experience: 1–3 years
Department: Customer Service / Customer Success
Reports To: Customer Success Manager / Business Head

About BC Step

BC Step is a digital business operating system designed to connect ERP, Chat, HRM, Task Management, workflows and business processes on a single connected platform.

We are looking for a proactive and customer-focused Customer Service Representative who can become the first point of contact for our customers and ensure a smooth, positive experience with BC Step.

Key Responsibilities1. Customer Support

• Handle customer queries through phone, email, WhatsApp and other communication channels.
• Understand customer issues and provide timely and accurate solutions.
• Explain BC Step features and functionalities clearly to customers.
• Guide customers through basic product usage and troubleshooting.
• Maintain a professional and positive relationship with customers.

2. Customer Onboarding

• Assist new customers during onboarding and implementation.
• Conduct basic product demonstrations and orientation sessions.
• Help customers understand modules such as ERP, Chat, HRM and Task Manager.
• Follow up with customers after onboarding to ensure successful adoption.

3. Issue Resolution & Coordination

• Record, track and follow up on customer complaints and requests.
• Coordinate with the Technical / Product / Development teams for technical issues.
• Ensure that customer issues are followed through until closure.
• Keep customers updated about the status of unresolved issues.

4. Customer Relationship Management

• Regularly interact with existing customers to understand their requirements and feedback.
• Identify opportunities to improve customer experience.
• Collect customer feedback and communicate important insights to management.
• Build long-term relationships with customers and key users.

5. Documentation & Reporting

• Maintain accurate records of customer interactions and support requests.
• Update CRM/customer databases regularly.
• Prepare basic reports on complaints, resolutions, customer feedback and pending issues.
• Maintain FAQs and support documentation wherever required.

Required Skills

• Excellent verbal and written communication skills.
• Strong customer-handling and interpersonal skills.
• Good listening and problem-solving abilities.
• Comfortable communicating with business owners, managers and professionals.
• Basic understanding of software/SaaS products.
• Good knowledge of MS Office / Google Workspace.
• Ability to learn new software quickly.
• Good follow-up and coordination skills.
• Ability to remain calm and professional while handling difficult customers.

Preferred Candidate

We would prefer someone who is:

• Customer-focused and service-oriented.
• Confident while speaking to customers on the phone.
• Comfortable giving software demonstrations.
• Energetic, organised and proactive.
• Good at following up and closing open issues.
• Interested in technology and business software.
• Comfortable working in a growing start-up environment.

Experience in CRM, ERP, SaaS, IT services or software support will be an advantage.

Key Performance Indicators (KPIs)

The candidate will be evaluated on:

• Customer response time
• Issue resolution time
• Customer satisfaction
• Number of successfully resolved queries
• Customer onboarding completion
• Follow-up effectiveness
• Customer retention and engagement
• Quality of customer feedback captured

What We Offer

• Opportunity to work with an innovative business technology product.
• Exposure to customers across multiple industries.
• Opportunity to grow into a Customer Success / Account Management role.
• Fast-paced and entrepreneurial work environment.
• Performance-based growth opportunities.

Ideal Candidate Profile

“Someone who can listen to the customer, understand the problem, coordinate internally, and make sure the customer gets a solution.”

To Apply:
Candidates may share their CV with the HR/Recruitment team of Unisteps IT Solutions.

Pay: ₹12,000.00 - ₹30,000.00 per month

Work Location: In person