Customer Support Associate

Customer Support Agent (CSA) Roles & Responsibilities

The CSA supports the Sales team by managing client onboarding, CRM operations, payment follow-ups, refunds, transfers, and operational tracking.

1. Lead Management: Create, update, assign, and track new, referral, and renewal leads while ensuring accurate allocation.

2. Client Onboarding & PDMR: Guide new clients through onboarding, follow up on PDMR completion, approve forms, and ensure assignment readiness.

3. CRM & IT Support: Raise and track system-related tickets, follow up on pending issues, and maintain issue documentation.

4. Refunds & Transfers: Coordinate approved refunds, collect required details, manage client transfers, and update CRM records.

5. Installments & Invoices: Send payment reminders, track outstanding installments, coordinate with Finance and Accounts, and manage invoice requests.

6. Employee Referrals: Track referral leads, verify eligibility, prepare monthly payout reports, and coordinate with HR and Finance.

7. Daily Operational Support: Maintain trackers, respond to Sales requests, ensure data accuracy, escalate issues, provide backup support, and identify process improvements.